Customer Service Agents (Tech & Consumer Account)

TORCH Solutions; Quezon City; On-site; PHP 201,000 - 290,000; Full time

Job summary

TORCH Solutions in Quezon City is seeking enthusiastic Customer Service Agents specializing in Tech & Consumer Accounts to join our growing team as a full-time on-site role.

You will handle customer inquiries, troubleshoot product issues, and document interactions while maintaining high customer satisfaction. Fluent English, strong communication, and a willingness to learn will help you excel in a fast-paced environment.

Qualifications

• High school diploma or equivalent; tertiary education preferred.
• Proven customer service experience in a call centre or similar.
• Excellent verbal and written English communication.
• Strong technical aptitude to explain tech concepts to customers.
• Patience, empathy, and problem-solving skills.
• Ability to multitask and handle multiple inquiries.

Responsibilities

• Answer incoming customer calls and emails professionally and promptly, relating to tech products and consumer accounts.
• Troubleshoot technical issues and provide clear, step-by-step guidance to resolve problems.
• Process account-related requests including updates, verification, billing inquiries, and service changes.
• Document all customer interactions accurately in the company's management systems.
• Identify and escalate complex issues to senior staff or relevant departments when needed.
• Maintain knowledge of products, services, policies, and procedures to provide accurate information.
• Follow company protocols and quality standards to ensure consistent service.
• Build positive relationships and handle complaints with empathy and professionalism.
• Meet or exceed targets for call handling time, first-contact resolution, and CSAT.
• Participate in training sessions to enhance product knowledge and skills.

Skills

Customer service

English fluency

Technical aptitude

Communication

Patience empathy

Teamwork

Education

High school diploma or equivalent

Tertiary education preferred

Job description

We areseeking enthusiastic and skilled Customer Service Agents specialising in Tech & Consumer Account support to join our growing team. This is a full-time position based in Quezon City, Metro Manila. As a Customer Service Agent, you will be the voice of our company, providing exceptional support to customers across technology and consumer accounts. You will handle customer inquiries, resolve issues, and ensure every interaction reflects our commitment to excellence and customer satisfaction. This role is essential to maintaining our reputation and driving customer loyalty.

Key responsibilities

• Answer incoming customer calls and emails professionally and promptly, responding to inquiries related to tech products and consumer accounts

• Troubleshoot technical issues and provide clear, step-by-step guidance to resolve customer problems

• Process account-related requests including updates, verification, billing inquiries, and service modifications

• Document all customer interactions accurately and thoroughly in the company's management systems

• Identify and escalation complex issues to senior support staff or relevant departments when necessary

• Maintain detailed knowledge of products, services, policies, and procedures to provide accurate information

• Follow company protocols and quality standards to ensure consistent service delivery

• Build positive customer relationships and handle complaints with empathy and professionalism

• Meet or exceed performance targets including call handling time, first-contact resolution rate, and customer satisfaction scores

• Participate in training sessions and continuous learning opportunities to enhance product knowledge and customer service skills

What we're looking for

• High school diploma or equivalent (tertiary education preferred)

• Proven customer service experience in a call centre or similar fast-paced environment

• Excellent verbal and written communication skills with fluency in English

• Strong technical aptitude and ability to understand and explain technical concepts to non-technical customers

• Patience, empathy, and problem-solving abilities when dealing with difficult situations

• Ability to multitask and manage multiple customer interactions simultaneously

• Attention to detail and accurate documentation skills

• Ability to work in a team environment and collaborate effectively with colleagues

• Flexibility to work scheduled shifts, including potential evening or weekend hours

• Willingness to undergo comprehensive training on products and systems