Customer Support Representative (Fixed-Term) at Indie Campers Germany GmbH

Manila, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

13 Jun, 26

Salary

35000.0

Posted On

15 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Case Management, Operational Excellence, Problem Solving, Accountability, CRM Systems, Ticketing Platforms, Communication, Empathy, Decision-Making, Detail-Oriented, Adaptability, Proactive, Team Player, Process Optimization, Escalation Support

Industry

Travel Arrangements

Description

ABOUT US Indie Campers, the go-to campervan Marketplace, is on a mission of making road trips available to everyone. Thanks to its digital approach and customer-centric orientation, Indie Campers has developed a strong booking experience and high-quality road trips at affordable prices. With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a comprehensive and expanding array of road trip possibilities: short-term RV rentals, long-term campervan subscriptions, and the possibility of buying one of our vehicles available for sale. Rooted in a deep technological focus, our challenges are both exciting and demanding and require top talent and motivation to be successfully pursued. We are growing our team and looking for those interested in pursuing this dream with us and joining an ever-developing journey. 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 escalate 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! Competitive Salary of ₱35,000.00 monthly; 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. Support Agent Manila Pay Range ₱35,000—₱35,000 PHP

Responsibilities

The role involves handling customer inquiries regarding bookings, trip preparation, and policies via phone, email, and chat, while ensuring all interactions are documented in CRM systems. Agents must deliver support according to SOPs, meet KPIs, and take full ownership of assigned complex cases until resolution.