Customer Service Level 2 – Senior Representative
Intermediate role handling complex inquiries, escalations, and account management. Requires valid Global Care Level 2 Senior Representative Certification.
Senior Customer Support Agent
Overview
Resolve complex issues, process refunds, handle complaints, and guide new representatives when needed.
Requirements
- Valid Level 2 Senior Representative Certification
- 6+ months customer service experience
- Strong problem‑solving skills
- Excellent written & spoken English
Escalations Support Officer
Overview
Take over cases that junior agents cannot resolve, ensure customer satisfaction, and follow company policies.
Requirements
- Valid Level 2 Senior Representative Certification
- Confident and calm under pressure
- Good knowledge of systems & procedures
Account Support Specialist
Overview
Manage customer accounts, update details, explain billing statements, and resolve service issues.
Requirements
- Valid Level 2 Senior Representative Certification
- Attention to detail
- Good numerical understanding
Senior Chat & Email Support
Overview
Handle high‑volume and complex inquiries via written channels, ensuring clear and professional responses.
Requirements
- Valid Level 2 Senior Representative Certification
- Fast and accurate typing
- Strong written communication
Product Support Representative
Overview
Provide detailed information about products, troubleshoot usage issues, and guide customers on best use.
Requirements
- Valid Level 2 Senior Representative Certification
- Quick learner of new systems
- Patient and helpful
Travel & Booking Support Senior Agent
Overview
Manage changes, cancellations, and complex travel itineraries while ensuring customer satisfaction.
Requirements
- Valid Level 2 Senior Representative Certification
- Good organizational skills
- Flexible with shift work