After-Hours Account Coordinator

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

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