Inbound Customer Service Representative

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.

• →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 escalate 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.

• 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.

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:

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!