Customer Service Representative

About The Back Room

We exist to free our clients' time so they can focus on what they do best — growing their business. We deliver smart, efficient solutions that liberate teams from the everyday admin, and we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it.

About the Client
The client is a leading Electronic Medical Record (EMR) platform purpose-built for home health and hospice organizations. Our software helps thousands of healthcare providers deliver quality patient care while streamlining operations and compliance. We are committed to providing excellent customer service and support.

The Role
We are seeking a Customer Service Account Liaison to join our operations team. In this overnight shift role (11 PM – 8 AM PST / Philippines Time), you will serve as the primary point of contact and spokesperson for assigned customer accounts. You will act as a bridge between our customers and internal departments— including accounting, customer support, training, and product development—ensuring seamless communication, timely issue resolution, and customer satisfaction

What You'll Do

• Serve as the primary contact and account representative for assigned customer account

• Communicate with customers via phone, email, and chat to understand concerns and relay information

• Route customer inquiries and issues to appropriate internal departments (support, billing, training,
  development)

• Relay feedback, questions, and requests between customers and internal teams

• Track and document all customer interactions and account activities in our CRM system

• Follow up with customers on open issues and provide status updates

• Identify and escalate urgent or high-priority customer needs

• Maintain professional, courteous communication at all times

What We're Looking For

• Fluent English speaker with clear, professional communication skills (written and verbal)

• Ability to work overnight shift consistently (11 PM – 8 AM PST)

• Strong organizational and time management skills

• Ability to multitask and manage multiple accounts simultaneously

• Reliable internet connection and quiet workspace at home

• Basic computer skills and ability to learn new systems quickly

• Attention to detail and accuracy in documentation and communication

Nice to Have

• Customer service or account coordination experience

• Experience with CRM systems or account management tools

• Familiarity with healthcare industry or healthcare software (a plus)

• Experience coordinating between multiple departments or team

Work Set-up: Hybrid
Onsite Location: Makati Office
Work Schedule: 11 PM – 8 AM PST

This role is open to Philippine citizens currently based in the Philippines.

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