Customer Service for Retail and Ecommerce (Davao)

TORCH Solutions; Davao City; On-site; PHP 223,000 - 335,000; Full time

Job summary

TORCH Solutions in Davao City is seeking a dedicated Customer Service for Retail and Ecommerce to join our team. This full-time role delivers exceptional customer experiences across retail and ecommerce channels, resolving queries, processing orders and building lasting relationships.

You will be the voice of our brand, maintaining records, supporting inventory, and collaborating with warehouse, logistics and management teams to ensure seamless service delivery while striving to meet targets and

Qualifications

• Proven experience in a customer service or call centre environment, preferably within retail or ecommerce sectors.
• Excellent verbal and written communication skills with a clear, professional manner.
• Strong problem-solving abilities and a customer-centric approach to handling inquiries and complaints.
• Ability to work efficiently under pressure whilst maintaining accuracy and quality standards.

Responsibilities

• Responding to customer inquiries via phone, email, chat and other communication channels with professionalism and efficiency.
• Processing orders, returns and exchanges whilst ensuring accuracy and adherence to company policies.
• Providing product information and recommendations to customers to enhance their shopping experience.
• Resolving customer complaints and issues in a timely manner, escalating complex matters when necessary.
• Maintaining accurate records of customer interactions and transactions in the company system.
• Supporting inventory and stock inquiries for retail and ecommerce operations.
• Achieving and maintaining customer service targets including call handling time, quality scores and customer satisfaction ratings.
• Collaborating with other departments such as warehouse, logistics and management teams to ensure seamless customer service delivery.
• Identifying opportunities to upsell or cross-sell products while maintaining customer focus.
• Contributing to continuous service improvement by providing feedback and suggestions based on customer interactions.

Skills

Customer service experience

Communication skills

Problem-solving

Attention to detail

Job description

We areseeking a dedicated and customer-focused Customer Service for Retail and Ecommerce professional to join our dynamic team in Davao City. This is a full-time position that plays a vital role in delivering exceptional customer experiences across our retail and ecommerce channels. You will be the voice of our brand, helping customers resolve queries, process orders, and build lasting relationships that drive business success. This role is crucial in maintaining customer satisfaction and supporting the growth of our retail and ecommerce operations in the region.

What you'll be doing

• Responding to customer inquiries via phone, email, chat and other communication channels with professionalism and efficiency
• Processing orders, returns and exchanges whilst ensuring accuracy and adherence to company policies
• Providing product information and recommendations to customers to enhance their shopping experience
• Resolving customer complaints and issues in a timely manner, escalating complex matters when necessary
• Maintaining accurate records of customer interactions and transactions in the company system
• Supporting inventory and stock inquiries for retail and ecommerce operations
• Achieving and maintaining customer service targets including call handling time, quality scores and customer satisfaction ratings
• Collaborating with other departments such as warehouse, logistics and management teams to ensure seamless customer service delivery
• Identifying opportunities to upsell or cross-sell products while maintaining customer focus
• Contributing to continuous service improvement by providing feedback and suggestions based on customer interactions

What we're looking for

• Proven experience in a customer service or call centre environment, preferably within retail or ecommerce sectors
• Excellent verbal and written communication skills with a clear, professional manner
• Strong problem-solving abilities and a customer-centric approach to handling inquiries and complaints
• Ability to work efficiently under pressure whilst maintaining accuracy and quality standards