Customer Support Agent – Weekend Shift

Virtual and Beyond; Manila; Hybrid; PHP 279,000 - 424,000; Full time

Job summary

Virtual and Beyond is seeking a customer service specialist to handle guest and resident enquiries via WhatsApp and to respond to after-hours emergency calls for a co-living and serviced residence operator with 17 locations across Singapore.

The role covers two 12-hour rotations on weekends and public holidays, with shifts scheduled as Shift 1 (12:00 AM – 12:00 PM) and Shift 2 (12:00 PM – 12:00 AM). Prioritize quick responses and accurate logging in the CRM.

Qualifications

• Minimum 1 year of experience in customer service, contact centre, hospitality, or property/guest services.
• Willing to work weekend/public holiday shifts, including overnight hours.
• Strong written communication and ability to multitask across chats.

Responsibilities

• Respond to guest and resident enquiries via WhatsApp and other channels across 17 locations.
• Handle after-hours emergency phone calls, triaging and escalating urgent issues per SOP.
• Log and track conversations and calls in the CRM/support system.
• Escalate complex/high-risk cases to Team Leader or on-call manager per escalation SOP.
• Participate in ongoing training, coaching, and QA reviews to maintain service quality.

Skills

Customer service

Communication under pressure

Multitasking

Tools

WhatsApp Business

CRM

Job description

About the role

You’ll handle guest and resident enquiries over WhatsApp and respond to after-hours emergency calls for a co-living and serviced residence operator with 17 locations across Singapore.

This role covers weekends and public holidays, across two 12-hour rotations.

Shift 1: 12:00 AM – 12:00 PM (Sat / Sun / Public Holidays).

Shift 2: 12:00 PM – 12:00 AM (Sat / Sun / Public Holidays).

Please indicate your preferred shift in your application. We’ll do our best to accommodate it, but final scheduling is based on business needs.

Key responsibilities

• Respond to guest and resident enquiries via WhatsApp and other messaging channels across all 17 locations

• Handle after-hours emergency phone calls, triaging and escalating urgent issues (e.g. lockouts, maintenance emergencies, security concerns) according to SOP

• Meet agreed service levels: 85% of conversations responded to within 1 minute; 99% within 5 minutes

• Accurately log and track all conversations and calls in the CRM/support system

• Escalate complex, unresolved, or high-risk cases to the Team Leader or on-call manager per the escalation SOP

• Participate in ongoing training, coaching, and QA reviews to maintain service quality

• Flag recurring issues, SOP gaps, or process improvement opportunities to the Team Leader

About you

• At least 1 year of experience in customer service, contact centre, hospitality, or property/guest services

• Willing and able to work weekend and public holiday shifts, including overnight hours (Shift 1)

• Calm, clear communicator under pressure, able to handle emergency or urgent calls professionally

• Strong written communication and ability to multitask across simultaneous chat conversations

• Basic proficiency with CRM/helpdesk tools and WhatsApp Business, or willingness to be trained

• Reliable, punctual, and able to work independently with minimal supervision during shift

Nice to Have

• Fluency in Mandarin to support Mandarin-language inquiries is considered a plus