Customer Complaints & Escalations Agent - APAC

ABOUT US

Indie Campers is the leading campervan platform, dedicated to making road trips accessible and unforgettable for everyone. Our mission is driven by innovation, a strong product, and an unwavering commitment to our customers. By prioritizing a seamless booking experience and delivering high-quality road trips at competitive prices, Indie Campers has become the go-to choice.

With over one million nights rented through our travel platform, we have welcomed more than 300,000 travelers from 169 countries. We offer a diverse and continually expanding range of road trip options: from short-term RV rentals to long-term campervan subscriptions, and even the opportunity to purchase one of our vehicles.

Our goals are ambitious, and we set high standards in everything we do, embracing challenges that push us to innovate and excel. We are dedicated to growing our team with talented individuals who share our enthusiasm for creating exceptional travel experiences, a strong ownership sense and our commitment to operational excellence.

THE ROLE

As a Customer Complaints & Escalations Agent you will play a key role in ensuring smooth and efficient administrative operations. You will manage high volumes of data, coordinate correspondence, and support both internal teams and outsourced partners to ensure tasks are completed accurately and on time.

You will join our Global Customer Support team, reporting to the Operations Lead, and will work closely with other departments to maintain workflow efficiency and process consistency.

WHAT WILL YOU WORK ON?

• Receive, assess, and resolve customer complaints across multiple channels (email, phone, and chat), ensuring responses comply with internal policies and EU, AU, or NZ consumer law.
• Actively manage and reduce the claims backlog, meeting SLA targets and ensuring timely, fair resolutions.
• Handle escalated cases involving consumer protection bodies, ADR/ODR platforms, chargebacks, legal correspondence, and other official European, Australian, or New Zealand complaint channels.
• Identify recurring issues and trends, providing insights and recommendations to improve processes and customer experience.
• Collaborate cross-functionally with internal stakeholders to ensure accurate follow-ups and consistent communication with customers.
  
  

WHO ARE WE LOOKING FOR?

• Minimum 2 years of experience in customer support or complaints handling, ideally within Travel & Tourism, Mobility, Car Rental, or Hospitality sectors.
• Proven experience managing cases across multiple channels and working with ticketing/workflow systems (e.g. Zendesk or similar).
• Familiarity with online reviews and social media platforms and their role in customer complaint resolution.
• Strong analytical and problem-solving skills, with a fair, customer-centric approach to decision-making.
• Confidence handling escalations and sensitive cases in a structured, professional manner.
• Excellent written and verbal communication skills.
• Fluency in English is mandatory; additional European languages are a strong plus.
  
  

Are you ready to Go Indie?