Customer Experience & Order Support Specialist

TORCH Solutions; Davao City; On-site; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Stable on-site environment with modern

Career pathing with certifications

Performance bonuses tied to quality

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 with retail/e-commerce brands.
• Proficient with Salesforce Service Cloud and ticketing systems.
• Strong written and verbal communication.

Responsibilities

• Process and resolve customer inquiries via email, chat, and ticketing systems with 95%+ accuracy and SLA compliance.
• Manage end-to-end order lifecycle: confirmations, cancellations, modifications, and tracking updates.
• Process and coordinate return and exchange requests, ensuring alignment with brand policies and timelines.
• Escalate complex issues to Tier 2 support and document root causes for process improvement.
• Collaborate with cross-functional teams to improve response templates, knowledge bases, and self-service content.

Skills

Salesforce Service Cloud

Order Management Systems

Email & Chat Support

Ticketing Systems

Customer Escalation Protocols

Microsoft Office Suite

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.