Inbound Customer Representative

Position Title: Inbound Customer Representative

Work Set Up: On-Site

Schedule: 9:00 PM to 6:00 AM PH Time

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

Quick Rundown:

We are looking for an Inbound Customer Representative to manage inbound inquiries, provide accurate product information, and ensure timely issue resolution. The role involves handling a high volume of calls, documenting interactions in CRM systems, and escalating cases when needed.

What You'll Do:

• Provide exemplary customer service by effectively managing all customer inquiries to achieve successful resolution, aiming for first-call resolution in-house or escalating to the appropriate external department
• Disseminate accurate product and program information within the established guidelines of the call script, standard FAQ responses, and training updates
• Consistently and effectively communicate messages as required and evaluate calls, escalating them to external departments when necessary
• Ensure compliance with all client regulations governing customer service interactions
• Manage all assigned project work in a timely manner, including call handling, after-call work documentation, and other related tasks
• Complete and maintain all required training and acknowledgement logs within the specified time frame
• Gather pertinent customer information and record customer interactions in the appropriate Customer Relationship Management (CRM) systems or escalation forms
• Collaborate with team members, supervisors, and potentially clients to share suggestions, discuss technical issues, and promote best practices
• Manage a high volume of inbound phone calls in a polite, courteous, professional and timely manner from both current and prospective customers who are calling to receive quotes, order updates, customer service related queries etc
• Ensure customer satisfactions levels are high
• Assisting the business with occasional outbound calls and emails when necessary

What We're Looking For:

• Minimum of 1 year of previous experience in customer service within a call center environment
• Proven experience in handling and distributing inbound customer service calls in a call center setting
• Demonstrated competency in using information technology, PCs, and databases
• Excellent verbal and written communication skills with proficiency in English
• Ability to multitask with strong organizational, time management, problem-solving, and decision-making skills
• Exceptional customer service skills, business acumen, and soft skills when communicating with customers
• Capacity to meet or exceed assigned metrics and goals

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