Customer Service Representative
Work Set Up: Work From Home
Schedule: 11:00 PM - 8:00 AM PHT
Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga
Quick Rundown:
We are seeking a highly experienced and detail-oriented Customer Service Representative to handle day-to-day client inquiries via phone, email, and chat. The ideal candidate will be responsible for resolving issues, managing escalations, and coordinating with internal teams to ensure a seamless client experience.Proficiency in Zendesk or similar platforms is required, along with the ability to work independently, think critically, and adapt to change. Experience in the Real Estate or Mortgage Lending industry.
What You’ll Do:
- Handle day-to-day customer service requests via phone, email, and chat
- Provide accurate, complete, and timely information using appropriate tools and methods
- Resolve product or service issues by identifying problems, determining causes, and implementing effective solutions
- Coordinate with internal departments to address technology concerns and order-related matters
- Stay informed on product and policy updates and adapt communication accordingly
- Manage escalations professionally and empathetically
- Administer customer service tools and systems efficiently
- Foster a positive, enthusiastic, and client-focused service environment
- Guide clients on self-service options when appropriate
- Continuously strive to make clients feel valued, supported, and satisfied
- Interpret user needs, even when not clearly expressed, using critical thinking and empathy
- Develop and maintain a thorough understanding of product offerings
What We’re Looking For:
- 5+ years of experience in a fast-paced online customer service environment (voice, chat, email)
- Proficient in Zendesk or similar customer support platforms
- Must be available to work a graveyard shift aligned with U.S. time zones (non-negotiable)
- Fluent in English with excellent spoken, written, and comprehension skills
- Strong written and verbal communication skills with high attention to detail
- Confident phone presence and ability to handle high volumes of inbound/outbound calls
- Skilled in building rapport, maintaining an empathetic tone, and navigating objections
- Able to clearly explain complex information in a simple, client-friendly manner
- Strong problem-solving, organizational, and critical thinking skills
- Comfortable working independently, taking initiative, and adapting to change
- Technologically savvy with a willingness to learn new systems
- Remains calm, professional, and empathetic under pressure
- Experience or familiarity with the Real Estate and/or Mortgage Lending industries is a plus
- Capable of managing escalated issues with professionalism and care.
- Flexible, resilient, and adaptable in a dynamic environment
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!