Customer Service for Online Shopping

TORCH Solutions; Davao City; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

On-site workspace

Free meals

Wellness activities

Career growth paths

Bonuses & rewards

Job summary

TORCH Solutions in Davao City, Philippines, is seeking a customer-support specialist to respond promptly to inquiries across chat, email, and phone on global e-commerce platforms.

You will process returns and refunds with accuracy, maintain brand voice, and escalate complex issues when needed while keeping customers updated. Ongoing training ensures you stay aligned with products, policies, and tools.

Qualifications

• Proficient in English (written & verbal).
• Strong typing speed (min. 40 WPM).
• Ability to multitask in fast-paced, metric-driven environments.

Responsibilities

• Respond promptly and professionally to customer inquiries via chat, email, and phone across global e-commerce platforms.
• Process returns, exchanges, and refunds with accuracy, ensuring compliance with brand policies and SLAs.
• Escalate complex issues to supervisors or technical teams while maintaining clear documentation and customer updates.
• Represent brand voice consistently—friendly, helpful, and solution-oriented—across all touchpoints.
• Participate in ongoing training and quality assurance sessions to stay updated on product lines, policies, and tools.

Skills

English proficiency

Typing speed

Multitasking

Customer service

Job description

About The Opportunity

A fast-scaling leader in the eCommerce outsourcing sector, we power seamless customer experiences for top-tier global online retailers. Our teams act as the frontline brand ambassadors—delivering empathetic, solution-driven support that turns frustration into loyalty, and clicks into repeat purchases. Operating from a state-of-the-art on-site hub in the Philippines, we blend technology, training, and culture to deliver 24/7 customer excellence.

About The Opportunity

A fast-scaling leader in the eCommerce outsourcing sector, we power seamless customer experiences for top-tier global online retailers. Our teams act as the frontline brand ambassadors—delivering empathetic, solution-driven support that turns frustration into loyalty, and clicks into repeat purchases. Operating from a state-of-the-art on-site hub in the Philippines, we blend technology, training, and culture to deliver 24/7 customer excellence.

Role & Responsibilities

• Respond promptly and professionally to customer inquiries via chat, email, and phone across global e-commerce platforms.
• Process returns, exchanges, and refunds with accuracy, ensuring compliance with brand policies and SLAs.
• Escalate complex issues to supervisors or technical teams while maintaining clear documentation and customer updates.
• Represent brand voice consistently—friendly, helpful, and solution-oriented—across all touchpoints.
• Participate in ongoing training and quality assurance sessions to stay updated on product lines, policies, and tools.

Skills & Qualifications

Must-Have

• Proficient in English (written & verbal)
• Comfortable navigating e-commerce platforms like Shopify, Amazon, or Walmart Seller Central is preferred but not required
• Strong typing speed (min. 40 WPM)
• Ability to multitask in fast-paced, metric-driven environments

Preferred

• Previous experience in retail or direct-to-consumer customer service
• Basic understanding of payment gateways and order management systems

Benefits & Culture Highlights

• On-site workspace with modern amenities, free meals, and team-led wellness activities
• Career growth paths into team lead, QA, or specialized support roles
• Performance bonuses, attendance rewards, and regular fun team-building events

Skills: e-commerce,online,customer service