Job Description

Position Title: Inbound Customer Service Representative

Work Setup: Onsite

Schedule: 4:00 AM – 1:00 PM PHT

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

Quick Rundown:

We're looking for a compassionate and dependable Inbound Customer Service Representative to support a US-based home care account. You'll handle after-hours inbound calls, understand concerns, gather accurate information, provide first-level assistance, and route or escalate issues appropriately. This is a purely inbound role with no sales, cold calling, recruitment, lead generation, or routine outbound calling.

What You'll Do:

• Answer inbound calls promptly while providing a professional, calm, and empathetic customer experience.
• Use active listening and probing skills to understand and address caller concerns.
• Accurately document client, caregiver, attendance, scheduling, and service-related information.
• Handle caregiver call-outs, late notifications, service inquiries, and other after-hours concerns.
• Provide approved first-level assistance following established procedures.
• Create and update cases, tickets, and call records accurately.
• Route or escalate concerns to the appropriate team when needed.
• Identify urgent situations and follow established escalation procedures.
• Coordinate with the appropriate team when an outbound follow-up is required.
• Follow account SOPs, privacy requirements, workflows, scripts, and quality standards.

What We're Looking For:

• At least 1 year of inbound customer service, BPO, healthcare support, or related experience preferred.
• Senior High School graduate, college undergraduate, or graduate.
• Strong verbal and written English communication skills.
• Excellent listening, probing, questioning, and information-gathering skills.
• Strong customer service, problem-solving, and attention-to-detail skills.
• Ability to remain calm and professional when handling distressed or frustrated callers.
• Comfortable using CRM, ticketing, and communication systems.
• Willing to work onsite, night shifts, weekends, and holidays as required.
• Healthcare, home care, or after-hours support experience is an advantage.

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!