Job Description

Position Title: Customer Service Representative

Work Set Up: Onsite

Schedule: 6:00 AM to 3:00 PM PH Time

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:

As a Customer Service Representative you will handle inquiries by answering product and/or service questions by phone and email. You may also prepare correspondences, help process or resolve orders, and fulfill customer related needs in order to ensure quality satisfaction. The ability to effectively communicate via phone and email is of the utmost importance. Your focus to complete your tasks accurately and deliver high quality customer service in a timely manner is a primary function of your job. You will work under the supervision of an Operations Manager. Your overall goal is to ensure excellent customer service standards and maintain high customer satisfaction rates.

What You’ll Do:

• Maintain and update customer records, including contact details, order history, and special requests in the CRM system.

• Provide customers with accurate product information, specifications, and benefits.

• Process orders accurately while ensuring compliance with company procedures.

• Handle customer concerns and complaints professionally, providing timely resolutions or escalating when necessary.

• Follow up with customers after order completion to ensure satisfaction and address any remaining concerns.

• Adhere to company policies on order processing, data confidentiality, artwork creation, and quality control.

• Meet performance metrics such as order accuracy, response time, processing time, and customer satisfaction.

• Identify opportunities to improve order processing workflows and suggest process improvements.

• Participate in ongoing training to enhance product knowledge, systems proficiency, and customer service skills.

• Coordinate with internal teams (sales, logistics, artwork, and other departments) to ensure smooth order fulfillment.

What We’re Looking For:

• Excellent verbal and written communication skills.

• Strong attention to detail and accuracy in data entry.

• Good organizational and time management skills.

• Customer-focused with strong problem-solving abilities.

• Proficiency with computer systems and tools such as Microsoft 365, CRM (e.g., Salesforce), or ERP systems.

• Good typing speed and accuracy.

• Ability to multitask and manage multiple orders or requests simultaneously.

• Team player with the ability to collaborate across departments.

• Adaptable in a fast-paced work environment.

• Demonstrates patience, empathy, and professionalism when handling customers.

• Previous experience in customer service, order processing, or data entry is an advantage.

• College diploma or equivalent; additional education in business administration or customer service is a plus.

Why You’ll Love Joining the CO Fam!

At Clark Outsourcing, we’re redefining what it means to work in a BPO. This isn’t your regular office setup - it’s where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you’ll have to experience it yourself to believe it.

Here’s what’s in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!

At CO, it’s not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can’t wait to welcome you to the team!