Customer Service Representative

Position Title: Customer Service Representative

Work Set Up: On-Site

Schedule: 10:00 PM to 7:00 AM PH Time

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

Quick Rundown:

We are looking for a dedicated and detail-oriented Customer Service Representative (CSR) to join our team, specializing in handling intakes with the support of AI tools and recorded call analysis. This role focuses on delivering an exceptional customer experience through polite, professional, and timely communication across multiple channels. The ideal candidate is proactive, customer-focused, and passionate about maintaining high service standards. Also will be answering incoming calls and doing hand dialing on the call list to qualify and confirm orders.

What You'll Do:

• Handle and manage customer intakes efficiently using AI-generated data and insights

• Listen to and review recorded calls to accurately document client needs, inquiries, or service requests

• Provide a high level of service by ensuring all customer interactions meet or exceed quality standards

• Ensure customer satisfaction through clear communication, timely follow-ups, and problem resolution

• Display polite and professional communication at all times via phone, text, and email

• Collaborate with internal teams (e.g., Sales, Clinical, or Operations) to escalate and resolve customer issues

• Accurately input and maintain client information in CRM or intake systems

• Monitor open cases and follow up on pending items to ensure completion and client satisfaction

• Maintain up-to-date knowledge of company products, services, processes, and policies

• Participate in team meetings, training sessions, and performance reviews to enhance service delivery

• Identify opportunities for process improvement and share client feedback with relevant departments

What We're Looking For:

• 2 years experience as a Customer Service Representative or similar role

• Strong listening skills and attention to detail

• Experience in handling call recordings or AI-assisted workflows is a plus

• Excellent verbal and written communication skills

• Ability to multitask and prioritize tasks in a fast-paced environment

• Typing speed of at least 40 words per minute

• Tech-savvy and comfortable working with CRM systems, AI tools, and various communication platforms

• A team player with a problem-solving mindset and strong sense of ownership

• High level of professionalism, reliability, and confidentiality

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