Account Representative (After-Hours)

Job description:

Are you someone who thrives working independently and enjoys taking ownership of your tasks? Do you prefer working during after-hours and feel most productive in a quieter, focused environment?

The Role

We are looking for an Account Representative who will support our US-based client during after- hours operations. The role involves communicating with key stakeholders by creating work orders in a ticket-based system for technicians and clients, as well as providing updates and calling to check the status of current appointments.

Additional Details

• Schedule:
  • Monday: 6:00 AM– 11:30 AM
  • Tuesday: 6:00 AM– 1:00 PM
  • Wednesday: 6:00 AM– 1:00 PM
  • Saturday: 11:00 PM– 9:00 AM
  • Sunday: 12:00 AM– 10:00 AM
• Salary Range: PHP 30,000 – 35,000 Total monthly package
• Work set up: Onsite in Alabang, Muntinlupa Office During Training

Main Duties and Responsibilities

• Scheduling and/or rescheduling technicians’ appointments for all work orders
• Entering notes onto a work order ticket system based on communication with technicians and clients
• Calling technicians to retrieve updates and work order statuses
• Following up with technicians for needed updates on work order progress and monitoring service completion
• Performing task requirements or assigning tasks to the correct fulfillment agents
• Managing and ensuring that tasks are fulfilled with high-quality delivery in a timely manner
• Responding to other duties and tasks in a timely and professional manner
• Accomplishing all assigned tasks within the Service Level Agreement and escalating matters as needed

Qualifications

• Able to work independently with minimal supervision (after-hours role)
• Proven voice and non-voice BPO customer service experience
• Strong English communication for local and international collaboration
• Ability to manage multiple tasks, meet deadlines, and maintain clear communication
• Excellent email and phone etiquette; confident engaging stakeholders without a script
• Resourceful in resolving conflicts and handling escalations
• Flexible, personable, and able to take initiative with good judgment
• Experience with staff dispatch or CRM platforms is a plus but not required

Find out more about Civicom Pacific at www.civi.com and our Feathers Project at www.feathersproject.org.