Inbound Care Support Specialist - Night Shift (Onsite)

clarkoutsourcing; Angeles; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

HMO with prescription coverage

SSS, PhilHealth, Pag-IBIG

13th-month pay

Retirement benefits

In-office swimming pool

CSR involvement

Scholarship programs

CO Academy growth

Travel to US/UK/Australia

Job summary

Clark Outsourcing is seeking an Inbound Customer Service Representative to support a US-based home care account. This onsite role requires handling after-hours calls with empathy and accuracy, capturing details, and routing issues per SOPs.

You’ll document client and caregiver information, manage case records in our ticketing system, and escalate when needed. The team offers a supportive culture and opportunities for growth within a dynamic BPO.

Qualifications

• Inbound customer service experience preferred (1+ year).
• HS diploma or higher education.
• Strong English communication and listening skills.

Responsibilities

• Answer inbound calls with a calm, empathetic approach.
• Listen actively to understand caller concerns.
• Document client, caregiver, attendance, scheduling details accurately.
• Handle caregiver call-outs, late notifications, inquiries after hours.
• Provide first-level assistance per established procedures.
• Create and update cases and tickets precisely.
• Route or escalate issues to the appropriate team.
• Identify urgent situations and follow escalation procedures.
• Coordinate with teams for outbound follow-ups.
• Adhere to SOPs, privacy rules, scripts, and quality standards.

Skills

Inbound customer service

Active listening

English communication

CRM familiarity

Problem-solving

Education

Senior High School graduate

College undergraduate

Graduate

Tools

CRM software

Ticketing systems

Job description

Clark Outsourcing is seeking an Inbound Customer Service Representative to support a US-based home care account. This onsite role requires handling after-hours calls with empathy and accuracy, capturing details, and routing issues per SOPs.

You’ll document client and caregiver information, manage case records in our ticketing system, and escalate when needed. The team offers a supportive culture and opportunities for growth within a dynamic BPO.