After-Hours Customer Service Representative

4 days ago

Manila, National Capital Region, Philippines BruntWork Full time

This is a remote position.

Schedule:

  • Mondays to Fridays, 5:00 pm to 9:00 pm
  • Saturdays and Sundays, 10:00 am to 9:00 pm
  • Client timezone: Australian Western Standard Time (Perth, WA)
Client Overview: 

 A well-established security company that's been protecting communities for over 20 years. They specialize in alarm systems, camera installations, and 24-hour monitoring services. What sets them apart is their commitment to answering calls when competitors have gone home – they're revolutionizing after-hours customer service in the security industry.

Job Description: 

You'll be the vital connection between clients experiencing security emergencies and expert technical teams, ensuring no urgent call goes unanswered. This role puts you at the center of a company that prides itself on exceptional service standards, where your communication skills directly impact customer safety and satisfaction. You'll work in a supportive environment where immediate, positive customer engagement prevents clients from turning to competitors.

Responsibilities:

  • Answer after-hours emergency calls from clients experiencing security system issues
  • Coordinate with on-duty technicians to arrange emergency service visits and callouts
  • Provide immediate positive engagement to clients, confirming ability to assist with their needs
  • Handle inquiries about new alarm system and camera system installations during after-hours
  • Schedule callbacks with sales experts for clients interested in security system upgrades
  • Take detailed client information and ensure seamless handoff to appropriate team members
  • Conduct outbound marketing calls to existing client base to generate new appointments
  • Provide phone coverage during staff holidays and leave periods as business needs require
  • Maintain professional communication standards that reflect the company's high-quality service commitment
Requirements
  • Strong customer service and communication skills with professional phone manner
  • Ability to work Australian time zone hours with reliability for after-hours availability
  • Experience handling emergency or urgent customer situations with calm professionalism
  • Ability to coordinate with field technicians and manage multiple priorities simultaneously
  • Basic computer skills for scheduling and client management systems
  • Bonus if you have security industry knowledge or alarm system familiarity
  • It helps if you have experience with appointment setting or outbound calling
Why Join This Team?
  • Remote work flexibility with consistent, predictable schedule
  • Opportunity to make a real difference in people's safety and security
  • Potential for role growth from part-time to full-time as business expands
  • Work with a company that leads their market in after-hours customer service
  • Supportive team environment with clear processes and backup systems
  • Competitive hourly rates with room for increased responsibilities over time
Benefits Independent Contractor Perks: 
  • Permanent work from home
  • Immediate hiring
  • Steady freelance job
Please note that since this is a permanent work-from-home position and an "Independent Contractor" arrangement, the candidates must have their own computer and internet connection. They will handle their benefits and taxes. The professional fees are at hourly rates, and the rate depends on your performance in the application process.

Apply now. Start helping.

​ZR_28821_JOB

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