Resident Call Center Specialist — Calm, Compliant Support

AECOM; Taguig; On-site; PHP 391,000 - 614,000; Full time

Job summary

AECOM is seeking Call Center Support Specialists to support environmental sampling programs, serving as the primary contact for community members, ensuring clear, consistent, and compliant communication while coordinating scheduling and maintaining accurate records.

This position operates within a structured, compliance-driven environment where professionalism, attention to detail, and adherence to established protocols are critical.

Qualifications

• Strong verbal communication skills with the ability to convey information clearly and calmly.
• Professional phone presence with a customer-focused approach.
• Excellent written communication skills for documentation and follow-up.
• Experience in call center support, customer service, or administrative coordination.
• Proficiency with CRM systems or similar data management tools (or ability to learn quickly).
• High attention to detail and accuracy in data entry.
• Ability to follow structured processes and maintain compliance with protocols.
• Demonstrated ability to handle sensitive or difficult conversations professionally.
• Strong organizational and multitasking skills.

Responsibilities

• Provide professional, clear, and empathetic communication with residents.
• Explain environmental sampling activities in simple, non-technical terms.
• Effectively manage sensitive or concerned callers with composure and professionalism.
• Follow approved scripts, FAQs, and communication protocols without deviation.
• Avoid speculation or technical interpretation.
• Adherence to controlled messaging in a regulated environment.
• Schedule residential sampling appointments using a CRM system (training provided).
• Coordinate access details, including contacts, property entry, and special instructions.
• Track appointment confirmations, reschedules, and missed visits.
• Accurately document call logs, resident information, and interaction summaries in CRM systems.
• Maintain complete, organized, and audit-ready records.
• Develop and maintain a basic understanding of program objectives, locations, and terminology.
• Communicate program purpose clearly without providing technical or regulatory interpretation.
• Identify and escalation sensitive issues, including health concerns, complaints, or legal inquiries.
• Follow defined escalation protocols to project teams.
• Maintain professionalism during challenging interactions.
• Utilize CRM systems, scheduling tools, and call tracking platforms effectively.
• Navigate scripts, FAQs, and supporting documentation.
• Demonstrate strong typing accuracy and speed.
• Consistently follow procedures and documentation requirements.
• Maintain high-quality standards in a structured, compliance-driven environment.
• Maintain strict confidentiality of all resident and project information.
• Understand regulatory and legal sensitivities of communications.
• Avoid providing unauthorized information or interpretation.

Skills

Verbal communication

Phone presence

Written communication

CRM proficiency

Attention to detail

Process discipline

Escalation handling

Multitasking

Tools

CRM systems

Job description

AECOM is seeking Call Center Support Specialists to support environmental sampling programs, serving as the primary contact for community members, ensuring clear, consistent, and compliant communication while coordinating scheduling and maintaining accurate records.

This position operates within a structured, compliance-driven environment where professionalism, attention to detail, and adherence to established protocols are critical.