Guest Support Specialist — 24/7 WhatsApp & After-Hours

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

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.