Inbound Customer Service Representative

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

Benefits offered by this job

HMO with prescription coverage

13th-month pay

In-office swimming pool

Job summary

The Lead Tree - Clark Outsourcing is hiring an Inbound Customer Service Representative to support a US-based home care account. This onsite role requires handling after-hours inbound calls, documenting details, and providing first-level assistance with empathy.

Bilingual communication isn’t required, but strong English skills, calm professionalism, and solid CRM/ticketing experience are essential. Night shifts, weekends, and holidays may be required in a dynamic BPO environment.

Qualifications

• 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 with distressed callers.
• Comfortable using CRM, ticketing, and communication systems.
• Willing to work onsite, night shifts, weekends and holidays.

Responsibilities

• Answer inbound calls promptly with a professional, calm, and empathetic demeanor.
• Use active listening and probing to understand caller concerns.
• Accurately document client, caregiver, attendance, scheduling, and service information.
• Handle caregiver call-outs, late notifications, and after-hours inquiries.
• Provide first-level assistance following established procedures.
• Create and update cases, tickets, and call records.
• Route or escalate concerns to the appropriate team.
• Identify urgent situations and follow escalation procedures.
• Coordinate with teams for outbound follow-ups when required.
• Follow SOPs, privacy requirements, workflows, scripts, and quality standards.

Skills

Inbound customer service

English communication

Active listening

Problem solving

Attention to detail

Education

Senior High School diploma

College undergraduate

Bachelor’s degree

Tools

CRM systems

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 escalation concerns 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 escalation 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
• access to CO Academy for growth

Travel Opportunities:

• US
• UK
• Australia

Leave Benefits:

• Paid holidays
• Earned PTO on your first month
• Wellness leave (no questions asked)
• special leaves like bereavement
• parental leave
• Magna Carta leave

Extra Perks:

• Salary loans up to PHP 1M (via BPI)
• CO Swag Bag
• birthday and anniversary tokens
• 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!