Customer Service for Travel and Retail Accounts - Start ASAP

TORCH Solutions; Pampanga; On-site; PHP 279,000 - 391,000; Full time

Benefits offered by this job

On-site workstation

Bonuses & incentives

Career pathing programs

Job summary

TORCH Solutions in Pampanga is seeking an on-site Customer Service Associate to handle inbound/outbound inquiries for travel and retail accounts. You will process bookings, changes, and refunds, and resolve billing or loyalty issues with empathy.

The role emphasizes meeting daily KPIs and participating in ongoing training to improve service delivery. The ideal candidate should have strong English communication, be able to work night shifts, and be ready to start immediately in a collaborative,

Qualifications

• English proficiency required (written and verbal).
• Familiarity with customer service scripts.
• Senior High School graduate or equivalent.
• Able to work graveyard shifts.
• Can start immediately.

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.

Skills

English Proficiency

Customer Service Scripts

Graveyard Shifts

Start Immediately

Education

Senior High School Graduate

Job description

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.

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.

Skills & Qualifications

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