Global Support Agent

THE ROLE

As a Global Support Agent, you will play a key role in delivering a seamless customer experience before the start of the trip while supporting complex customer cases across global support operations.

You will act as a customer expert, ensuring rental inquiries, booking modifications, documentation requests, and pre-departure concerns are handled efficiently, accurately, and with a strong customer‑first mindset.

This role combines operational excellence, problem solving, and ownership of complex cases, contributing directly to customer satisfaction and business performance.

WHAT WILL YOU WORK ON?

Customer Support & Case Management

Handle customer inquiries regarding bookings, trip preparation, policies, and services via phone, email, and chat. Provide accurate pre‑trip guidance, manage booking changes, add‑ons, and special requests, and support complex or sensitive customer situations with professionalism and empathy. Ensure all interactions are documented in CRM systems.

Operational Excellence

Deliver support in line with company SOPs, workflows, and quality standards. Meet KPIs, including response time, resolution time, quality, and CSAT targets. Maintain high accuracy in administrative and operational processes and collaborate with Fleet, Operations, Sales, and On‑Trip teams to ensure smooth customer journeys. Identify risks or inconsistencies and elevate when necessary.

Ownership & Accountability

Take full ownership of assigned cases until resolution. Act as escalation support for complex customer situations (Level 3 scope). Demonstrate proactive problem‐solving and decision‑making within guidelines, balancing customer satisfaction with operational and financial responsibility.

Continuous Improvement

Identify recurring customer issues and share suggestions for improvement. Contribute to knowledge base updates, process optimization, and support the testing or rollout of new tools, workflows, or initiatives to drive efficiency and scalability across global support operations.

Other Responsibilities

Work onsite and support shifting schedules, weekends, and holidays as needed. Assist with additional operational projects assigned by leadership.

WHO ARE WE LOOKING FOR?

Experience

2+ years in customer support (travel, hospitality, mobility, or a similar industry preferred). Experience handling complex customer cases or escalations is a strong advantage. Exposure to global or high‑volume support environments preferred.

Skills & Competencies

Strong customer‑centric mindset with a solution‑oriented approach. Excellent written and verbal communication skills. High ownership and accountability. Ability to work calmly under pressure and manage multiple priorities. Strong problem‑solving and decision‑making skills. Comfortable with CRM systems, ticketing platforms, and operational tools. Detail‑oriented with strong organizational skills.

Behavioral Attributes

Reliable and proactive team player. Open to feedback and continuous learning. Shows initiative while knowing when to challenge or raise concerns. Adaptable in a fast‑paced and evolving environment. Demonstrates professionalism, empathy, and sound judgment.

THE INDIE COMMITMENT

• Bonus of up to ₱5,000.00 monthly, based on attendance and performance;
• Government‑mandated benefits, contributions to Social Security System (SSS), PhilHealth, PAGIBIG, 13th‑month pay, holiday, overtime, and night differential pay.
• A dynamic position in a young, fast‑growing and innovative company. At Indie Campers, no two days are the same and your contribution makes a difference;
• Continuous training and coaching by senior managers to develop your skills.