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Customer Support Agent – APAC

2 weeks ago

Makati City, National Capital Region, Philippines John Clements Consultants, Inc. Full time ₱300,000 - ₱450,000 per year

Our client, the go-to campervan marketplace, is on a mission to make road trips accessible to everyone. Through a digital-first approach and strong customer focus, our client has created a seamless booking experience that delivers high-quality road trips at affordable prices.

With over one million nights booked through its travel platform, our client has welcomed more than 300,000 travelers from 169 countries. The company offers a growing range of road trip solutions—from short-term RV rentals and long-term campervan subscriptions to the option of purchasing vehicles from its fleet.

Rooted in a deep commitment to technology, our client faces exciting and complex challenges that require top-tier talent and motivation. The team is growing, and we're looking for individuals who are eager to join this journey and contribute to shaping the future of road travel.

THE ROLE

As a Customer Support Agent, you'll play a key role in ensuring travelers enjoy a smooth and memorable experience. You'll be the first point of contact for both customers (travelers) and internal teams (local operations and support), assisting with everything from pre-trip inquiries to on-trip challenges and operational support.

Working in a contact center environment (calls, live chat, and email), you will address customer questions about bookings, support the local teams during pick-ups and drop-offs, and provide real-time assistance for issues that arise during trips. Whether it's resolving vehicle problems, coordinating emergency roadside assistance, or liaising with insurance and local partners, your work will directly impact the satisfaction and safety of travelers.

WHAT WILL YOU WORK ON?
Customer & Pre-Trip Support
  • Assist customers with questions and issues related to upcoming bookings.
  • Support internal teams to ensure a smooth pick-up and drop-off process.
  • Provide clear guidance on company policies, vehicle use, and travel expectations.
On-Trip Support
  • Respond to real-time inquiries via phone, chat, and email.
  • Troubleshoot on-trip issues, offering actionable solutions.
  • Coordinate roadside support (towing, vehicle swaps, repairs) and ensure timely resolution.
  • Work closely with insurance providers and external partners to deliver necessary assistance.
Operational Coordination & Continuous Improvement
  • Document all interactions accurately using internal tools (e.g., Zendesk, Talkdesk, CRM).
  • Communicate with empathy and a solution-oriented mindset.
  • Identify operational inefficiencies and recommend improvements.
  • Conduct root cause analyses on recurring issues and assist in refining processes.
  • Help build and improve internal documentation and self-service tools for customers and staff.
WHO ARE WE LOOKING FOR?
  • Experience in emergency dispatch, roadside assistance, or fast-paced customer service roles.
  • Strong urgency and adaptability when dealing with high-pressure situations.
  • Exceptional problem-solving skills with empathy and speed.
  • Ability to manage multiple support cases while maintaining service quality.
  • Fluency in English (mandatory); additional language skills are a strong asset.
  • Mechanical or fleet knowledge—especially related to RVs or campervans—is a plus.
  • Amenable to work in Makati