At 12Go, a leading online travel agency, we're looking for a Senior Customer Support professional to help millions of travelers book their trips seamlessly. You will be responsible for resolving customer complaints and directly improving our operational workflows through your insights and actions.
What You'll Do
- Resolve customer complaints via email or social media.
- Assist customers by providing clear and accurate information.
- Communicate and coordinate with colleagues across various departments.
- Track bad reviews and support cases to identify systemic problems and resolve them.
- Suggest and implement changes to improve operational workflows.
What We're Looking For
- 2-3 years of experience in a Customer Support role.
- Verbal and written fluency in English.
- Practical knowledge of internet services and software technologies.
- Self-organized with excellent time management skills.
- Strong problem-solving and multitasking abilities.
- Ability to raise questions and escalate issues to the responsible person.
- Quick to adapt to changing situations.
- Responsive with a proven ability to prioritize tasks effectively.
- Seeking a long-term career opportunity.
Nice to Have
- Experience with Zendesk.
Technical Stack
- Zendesk
Team & Environment
You will be part of the 12Go Customer Support team, joining a vibrant group of passionate individuals from diverse cultures worldwide.
Benefits & Compensation
- Engaging work on a product that enables millions of travelers to book their trips daily.
- Full-time remote work: 5 days a week, 8 hours per day (working times are negotiable).
- Development opportunities including a budget for self-paced learning, global training workshops, online English classes, and e-learning platforms.
- Clear paths for internal growth and mobility.
- Competitive annual leave, sick leave, and public holidays.
- Annual company offsite in Thailand.
- A high-growth startup environment with an international team.
Work Mode
This is a fully remote position open to candidates globally.
We celebrate diversity, embrace every perspective, and pride ourselves on creating meaningful connections. We are a team that always listens and doesn't judge.
