Customer Service for Travel and Retail Accounts - Start ASAP

TORCH Solutions; Metro Manila; Presencial; PHP 290.000 - 424.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Ergonomic workstation

Performance bonuses

Attendance incentives

Career pathing

Descripción de la vacante

TORCH Solutions in the Philippines (Metro Manila) is seeking a frontline Customer Service Associate to support travel itineraries, retail orders, and account management. You will handle inbound/outbound inquiries via phone, chat, and email, process bookings, modifications, cancellations, and refunds within SLA, and maintain empathetic, accurate service.

You will work in a collaborative environment with daily huddles, performance bonuses, and clear growth paths.

Formación

• English proficiency in written and verbal communication.
• Experience using customer service scripts.
• Senior high school graduate or equivalent.
• Able to work graveyard shifts.
• Available to start immediately.

Responsabilidades

• Handle inbound and outbound customer inquiries via phone, chat, and email for travel itineraries, retail orders, and account management.
• Process bookings, modifications, cancellations, and refunds within SLA.
• Resolve billing, loyalty program, and account-related issues with empathy and efficiency.
• Escalate complex cases to supervisors with proper audit trails and documentation.
• Meet daily KPIs for call volume, resolution rate, customer satisfaction, and adherence to processes.
• Participate in training sessions and feedback loops to improve service delivery.

Conocimientos

English Proficiency

Customer Service Scripts

Night shift availability

Immediate availability

Educación

Senior High School Graduate

Descripción del empleo

About The Opportunity

A leading business process outsourcing provider specializing in travel and retail customer engagement, we support global brands with high-touch, multichannel customer service operations. Our teams deliver seamless booking support, post-purchase assistance, and account management for top-tier travel platforms and retail marketplaces- powered by real-time systems and a customer-first culture.

Role & Responsibilities

• Handle inbound and outbound customer inquiries via phone, chat, and email for travel itineraries, retail orders, and account management.
• Process bookings, modifications, cancellations, and refunds accurately and within SLA.
• Resolve billing, loyalty program, and account-related issues with empathy and efficiency.
• Escalate complex cases to supervisors while maintaining clear audit trails and documentation.
• Meet daily KPIs for call volume, resolution rate, customer satisfaction, and adherence.
• Participate in training sessions and feedback loops to improve service delivery.

Must-Have

• English Proficiency (Written & Verbal)
• Customer Service Scripts
• Atleast Senior High School Graduate
• Able to work on graveyard shifts
• Can start immediately

Benefits & Culture Highlights

• On-site workstation with ergonomic setup and high-speed connectivity.
• Performance bonuses, attendance incentives, and career pathing programs.
• Collaborative, supportive team environment with daily huddles and peer recognition.

Skills: customer service,travel,retail