Customer Support Agent – Weekend Shift

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