Account Representative (After-Hours)

Civicom Pacific Corp.; Muntinlupa; On-site; PHP 335,000 - 391,000; Full time

Job summary

Civicom Pacific Corp. in the Philippines is seeking an Account Representative to support our US-based client during after-hours operations.

You will create work orders in a ticket-based system, provide updates, and call to check appointment statuses, taking ownership of your tasks in a quiet, focused environment. This shift-oriented role emphasizes independent work, strong English communication, and timely coordination with technicians and clients to ensure high-quality service and SLA

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.

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

Skills

BPO customer service

English communication

Time management

Email & phone etiquette

Stakeholder engagement

Conflict resolution

Independent work

CRM familiarity

Tools

CRM platforms

Job description

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 atwww.civi.comand our Feathers Project atwww.feathersproject.org.