Customer Experience And Order Support Specialist

TORCH Solutions; Davao City; On-site; PHP 223,000 - 446,000; Full time

Job summary

TORCH Solutions is seeking a dedicated customer support specialist to handle inquiries via email, chat, and ticketing platforms with high accuracy and adherence to SLAs. You will manage the entire order lifecycle, including confirmations, cancellations, and tracking updates, while coordinating returns per brand policies.

Role requires collaboration with cross‑functional teams to enhance templates, knowledge bases, and self-service content, with a strong focus on customer satisfaction.

Qualifications

• Experience in customer support via email, chat and ticketing platforms.
• Ability to manage inquiries with adherence to SLAs and accuracy.
• Experience coordinating order lifecycle and returns where applicable.

Responsibilities

• Handle inquiries via email, chat, and ticketing platforms with high accuracy and SLA adherence.
• Manage the entire order lifecycle including confirmations, cancellations and tracking updates.
• Coordinate returns per brand policies and ensure timely processing.
• Collaborate with cross‑functional teams to improve templates, knowledge bases, and self‑service content.
• Maintain a strong focus on customer satisfaction and effective communications.

Skills

Customer support

Email support

Chat support

Ticketing systems

Tools

CRM software

Job description

Job Description:

TORCH Solutions is seeking a dedicated customer support specialist to handle inquiries via email, chat, and ticketing platforms with high accuracy and adherence to SLAs. You will manage the entire order lifecycle, including confirmations, cancellations, and tracking updates, while coordinating returns per brand policies. Role requires collaboration with cross-functional teams to enhance templates, knowledge bases, and self-service content, with a strong focus on customer satisfaction.