Customer Resolution Specialist

Position Title: Customer Resolution Specialist

Work Set Up: On-site

Schedule: 8:00 PM - 5:00 AM PHT

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

Quick Rundown:

The Customer Resolution Specialist is responsible for processing and resolving customer dissatisfaction cases related to products or delivery. Operating within approved guidelines, the specialist assesses responsibilities among customers, Crestline, suppliers, and shippers to resolve issues promptly and effectively. They research case requests, negotiate with involved parties, and independently determine the best course of action to achieve satisfactory resolutions for customers.

What You’ll Do:

• Process and adjudicate cases related to customer dissatisfaction with products or delivery
• Resolve customer issues quickly, aiming for first-contact resolution
• Research cases, establish responsibility, and manage redo processing, shipping, and customer credit resolutions
• Communicate updates to customers and negotiate with involved parties to achieve satisfactory outcomes
• Determine the best course of action for each case, consulting with supervisors as needed
• Provide discounts, replacement orders, or credits within defined limits
• Offer feedback on vendor and account manager performance
• Perform additional duties as assigned

What We’re Looking For:

• High School Diploma or equivalent knowledge of product information and business operations
• Two years of experience in customer relations and/or claims activities
• Proficiency in data entry and intermediate mathematical skills
• Strong customer relation, communication, negotiation, and conflict resolution skills
• Ability to concentrate for extended periods, multitask, and pay close attention to detail
• Ability to work in a typical office environment and interact with team members and customers
• Capability to process information quickly
• MAS (Master Advertising Specialist) level preferred

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!