Customer Advocate

Position Title: Customer Advocate

Work Set Up: On - Site

Schedule: 8:00 PM to 5:00 AM PH Time

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

Quick Rundown:

We are looking for a Customer Advocate to join our team. This role is responsible for supporting customers and Program Managers by handling inquiries, processing orders, and resolving issues related to inventory, billing, shipping, and website access. The Customer Advocate will serve as the primary point of contact via phone, email, chat, and written communication, ensuring accurate information, smooth order fulfillment, and excellent customer experiences.

What You’ll Do:

• Respond to inquiries and requests from customers and Program Managers regarding orders for inventory and on-demand merchandise.

• Communicate with customers via a website chat application

• Field inquiries and research orders for associates in other departments including A/R, Distribution Center, Billing, and Accounting

• Research records and files, and resolve problems within the scope of authority

• Receive and process telephone, FAX, e-mail, Internet, and written orders from customers

• Create new customer records and assign budgets when required

• Assist website users with resetting passwords and releasing locked accounts

• Authorize and process inventory returns and exchanges for customers

• Open claims for defective or damaged on-demand merchandise and request credits when applicable

• Research shipping problems with vendors and request claims for damaged or lost packages

• Correspond with customers regarding incomplete orders, declined credit cards, backorders, etc

• Provide freight quotes for international shipments

• Perform various clerical duties in support of department operations and staff including preparation and distribution of reports to department personnel

• Perform other related duties as assigned

What We’re Looking For:

• 1 - 2 years of related customer service experience and knowledge of inventory record keeping and personal computers.

• Computer proficiency and knowledge equivalent to a high school education and excellent customer service skills

• Multi-lingual skills in order to service non-English speaking customers is a plus.

• Attainment of industry TAS (Trained Advertising Specialist) certificate and internal continuous improvement certification at the CIP (Continuous Improvement Practitioner) level within established time frames

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!