Empathetic Inbound CS Rep — After-Hours US Support

The Lead Tree - Clark Outsourcing; Pampanga; On-site; PHP 201,000 - 290,000; Full time

Benefits offered by this job

HMO with prescription coverage

13th-month pay

Retirement benefits

In-office swimming pool

CO Club gaming lounge

Scholarship programs

CO Academy for growth

Travel opportunities to US/UK/Austrlia

Job summary

Clark Outsourcing in Clark Pampanga is seeking an Inbound Customer Service Representative to support a US-based home care account. This is a purely inbound role with no sales, cold calling, or outbound activity.

You will handle after-hours calls, gather accurate information, and provide first-level assistance according to established procedures. Responsibilities include documenting data, creating/caring for cases, and routing issues to the appropriate teams.

Qualifications

• 1 year of inbound customer service, BPO, healthcare support, or related experience.
• Senior High School graduate or college level/graduate.
• Strong English verbal and written communication.
• Familiar with CRM and ticketing tools.
• Willing to work onsite, night shifts, weekends, and holidays.

Responsibilities

• Handle inbound calls promptly with professional, empathetic service.
• Actively listen to understand caller concerns and information needs.
• Document client, caregiver, attendance, scheduling, and service data.
• Manage caregiver call-outs, after-hours inquiries, and follow-ups.
• Provide first-level assistance per established procedures.
• Create and update cases, tickets, and call records.
• Route or escalate issues to appropriate teams as needed.
• Identify urgent situations and follow escalation SOPs.
• Coordinate with teams for outbound follow-ups.
• Adhere to privacy requirements, workflows, and quality standards.

Skills

English communication

Active listening

Problem solving

Attention to detail

Calm under pressure

Education

Senior High School graduate

College undergraduate

Graduate

Tools

CRM

Ticketing systems

Job description

Clark Outsourcing in Clark Pampanga is seeking an Inbound Customer Service Representative to support a US-based home care account. This is a purely inbound role with no sales, cold calling, or outbound activity.

You will handle after-hours calls, gather accurate information, and provide first-level assistance according to established procedures. Responsibilities include documenting data, creating/caring for cases, and routing issues to the appropriate teams.