Customer Service Agent - Bangkok

About the role

Transferz's mission is to provide true peace of mind to all parties involved in ground transportation: travellers, travel brands, and our transfer companies. We operate on a global scale, whilst contributing to local economies. As a Support Agent, you’ll be part of the Customer Service team within the global Operations department. This department is responsible for keeping our Travellers, Travel brands, and Transfer companies happy; often you are the first line of support to help either one of them out! Your responsibilities will include providing operational support through the Transferz platform and help covering our 24/7 omnichannel support platform. Transferz Support is a dynamic and international team with presence in Argentina, Thailand, India and Philippines. The profile we are looking for is a solution-oriented individual with attention to detail and excellent multi-tasking and communicational skills. Apply now and let's redefine travel support together!

What will you do?

• Provide outstanding live phone, e-mail and chat assistance through our omnichannel ticketing platform.
• Act as a first point of contact for travelers, partners, and transfer companies, resolving journey-related issues end to end.
• Manage journey orders, tickets, and case documentation accurately within our internal backoffice and CRM systems.
• Handle disruptions, complaints, and refund-related cases by following defined workflows, prioritization, and escalation rules.
• Investigate non-standard or complex cases by analyzing information across systems and past interactions when required.
• Communicate clearly with internal and external stakeholders, balancing speed, accuracy, and customer experience.
• Escalate cases appropriately based on impact, risk, and policy.
• Share operational insights and recurring issues with the wider team to support continuous improvement.
• Collaborate with peers and other departments to ensure continuity, quality, and a positive team environment.

What do you need?

• English B2 or superior
• Excellent communicational skills
• Ownership of defined processes and autonomy in action.
• A problem solving, getting things done attitude (proactive and resolute)
• Attentive to detail
• Empathy and patience
• Adaptability to a dynamic environment where tasks and priorities can change
• Availability full time (including weekends)

Bonus points if you:

• Are proficient in other languages (especially Mandarin, French & Italian)
• Like working with AI
• Have previous experience in CS/CX, hospitality or in the travel industry
• Are familiar with CRM and Business Intelligence tools