Inbound Customer Service Representative

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

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 escalates 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!