Customer Service Representative

Job summary

Respond to passenger inquiries across phone, email, chat, and social channels, and manage bookings, cancellations, changes, and service issues. Coordinate with operations during disruptions, keep passengers informed, document interactions, monitor feedback, and help improve service quality.

Job details

Company Description ZyroGo is a modern intercity coach service built to make travel to Toronto Pearson Airport predictable, timely, and easy to plan. The company focuses on reliable, demand-based scheduling, aligning departures with early flights, late arrivals, and peak travel periods. ZyroGo uses limited-stop routes, live tracking, and proactive delay notifications to give passengers structured, transparent communication from booking through post-trip follow-up. ZyroGo is building a more structured, dependable intercity travel network across Ontario, expanding only as service quality consistently meets its high standards. Role Description The Customer Service Representative is a full-time remote role responsible for supporting passengers throughout their journey with ZyroGo. This role includes responding to customer inquiries via phone, email, chat, and social channels, providing accurate information about routes, schedules, bookings, and policies. The representative will handle booking changes, cancellations, and issue resolution, ensuring a smooth, clear, and responsive experience. Day-to-day tasks involve monitoring customer feedback, coordinating with operations when service disruptions occur, and using ZyroGo’s communication tools to keep passengers informed with confirmations, reminders, live updates, and follow-ups. The role also includes documenting interactions, identifying recurring issues, and collaborating with the team to improve service quality and customer satisfaction. Requirements Strong customer interaction skills, with experience as a Customer Service Representative or in similar Customer Service roles. Ability to deliver high-quality Customer Support, focusing on timely responses, clear information, and effective issue resolution. Proven ability to foster Customer Satisfaction by listening actively, empathizing, and following through on commitments. Experience enhancing the overall Customer Experience, including managing expectations and communicating proactively. Excellent written and verbal communication skills in English, with confident, professional phone and online presence. Comfort using CRM or ticketing systems, live chat tools, and basic productivity software (e.g., email, spreadsheets, documentation tools). Strong problem-solving skills, attention to detail, and ability to stay calm and organized during busy or time-sensitive periods. Ability to work independently in a remote environment, manage time effectively, and collaborate with cross-functional teams. Previous experience in transportation, travel, or hospitality support is an asset but not required. Mandatory Setup Own laptop/computer in good working condition. Stable, high-speed Wi-Fi connection. Quiet workspace with a headset. How to Apply Send your resume to hr@zyrogo.ca or apply directly via LinkedIn.

What you’ll do

Respond to passenger inquiries across phone, email, chat, and social channels, and manage bookings, cancellations, changes, and service issues. Coordinate with operations during disruptions, keep passengers informed, document interactions, monitor feedback, and help improve service quality.

Requirements

The role requires strong customer service and communication skills, effective problem-solving, attention to detail, and the ability to remain organized during busy periods. Candidates should be comfortable with CRM or ticketing systems and productivity tools, and able to work independently remotely while collaborating with other teams.

Listed skills

• Customer service · Preferred
• Customer support · Preferred
• written communication · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Time management · Preferred
• issue resolution · Preferred
• CRM Systems · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Service
• Customer Support
• Customer Satisfaction
• Customer Experience
• Written Communication
• Verbal Communication
• Active Listening
• Empathy
• Problem-Solving
• Attention To Detail
• Time Management
• Issue Resolution
• Booking Management
• CRM Systems
• Ticketing Systems
• Live Chat

Job areas

• Customer Service & Support
• Transportation
• Logistics