WFH Customer Service Representative Night & Weekend Shift (Full-Time/Part-Time)

Alta Peaks Philippines Inc.; Manila; À distance; PHP 357 000 - 391 000; Plein temps

Avantages offerts par ce poste

Mandarin/Chinese advantageous

Hotel/coliving industry exposure

CRM/helpdesk tools experience

Résumé du poste

Alta Peaks Philippines Inc. is seeking a WFH Customer Service Representative for night and weekend shifts. You will handle text support for residents and assist with emergencies when on-site teams are off duty, across Manila/Singapore time zones.

Open shifts include full-time positions with after-hours and graveyard schedules, plus part-time graveyard and weekend slots. Strong English and reliable internet are essential for this role.

Qualifications

• At least 1 year in customer service, contact centre or hospitality/front desk.
• Excellent written and spoken English.
• Calm, good judgment in urgent situations; know when to escalate.
• Learn and memorize procedures for multiple locations.
• Reliable, punctual and available for chosen shifts long-term.
• Stable internet with backup, quiet workspace, reliable computer.

Responsabilités

• Provide text message support to residents (approx. 8–15 messages/hour).
• Manning emergency hotline and location intercom (5% of duties).
• Address amenities, room concerns, check-in/out questions per each property's procedures.
• Spot urgent issues and escalate to Duty Manager.
• Coordinate with on-site teams via group chat.
• Log cases in the CRM and close before shift ends.
• Handover to the next agent to ensure continuity.

Connaissances

English proficiency

Customer service

Urgent-situations judgment

Remote work setup

Reliability & punctuality

CRM tools

WhatsApp Business

Outils

WhatsApp Business

CRM tools

Helpdesk tools

Description du poste

WFH Customer Service Representative Night & Weekend Shifts (Full-Time/Part-Time)

We’re hiring Customer Support Agents for a Singapore-based coliving and hospitality group with 17 properties and about 1,800 rooms. You’ll be the point of contact for residents and guests outside on‑site hours, handling requests and emergencies when on‑site teams are off duty.

Open shifts (Manila/Singapore time, same timezone)

Full‑time (total 2 agents needed for each shift)

• After‑Hours Shift: Monday–Saturday, 6:00 PM – 1:15 AM (p32,000 per month)
• Graveyard Shift: Tuesday–Saturday, 1:00 AM – 9:15 AM (p35,000 per month)

Part‑time (2 agents needed for each shift)

• Graveyard Support: Tuesday–Saturday, 1:00 AM – 9:00 AM (If you are working US hours but generally free during working hours, you are welcome to apply) (p14,000)
• Weekend Support A: Sunday, 1:00 AM – 12:00 PM, and Monday, 12:00 AM – 9:00 AM (p14,000)
• Weekend Support B: Saturday, 9:00 AM – 6:00 PM, and Sunday, 12:00 PM – 12:00 PM (p12,000)

Additional Info:

• You will be working through public holidays as well.
• You’ll select the shift(s) you can work in our pre‑screening form. We’ll try to match your preference, but final placement depends on coverage across the team.
• You will get extra pay for covering

What you’ll do

• 95% of your job is to offer text message support to residents
• 5% of your job include manning the emergency hotline and the location intercom
• Relatively light work load, receiving around 8-15 messages an hour
• Handle everyday requests such as amenities, room concerns, check‑in/check‑out questions and lockouts, following each property’s own procedures
• Spot urgent issues quickly and elevate them to the right Duty Manager
• Coordinate with on‑site teams through each property’s group chat
• Log and update every case in the CRM, and close as much as you can before your shift ends
• Hand over cleanly to the next agent so nothing falls through the cracks

What we’re looking for

• At least 1 year of customer service, contact centre or hospitality/front desk experience
• Excellent written and spoken English
• Calm, sound judgment in urgent situations, including knowing when to fix it and when to escalating
• Able to learn and remember detailed procedures for many locations
• Reliable and punctual
• Available for your chosen shift on a fixed, long‑term basis
• Stable internet with a backup connection and backup power, a quiet workspace, and a reliable computer

For part‑time applicants

Already working a remote night shift? You’re welcome to apply for a part‑time shift, as long as your current role allows outside work and you can still respond to guests immediately. Weekend Support B is a daytime schedule, so it suits anyone free on Saturdays and Sundays.

Advantages (Optional)

• Written and spoken Mandarin/Chinese
• Hotel, coliving or property management experience
• Experience with WhatsApp Business, helpdesk or CRM tools