Customer Service for Travel and Retail Accounts - Start ASAP

TORCH Solutions; Philippines; On-site; PHP 335,000 - 446,000; Full time

Benefits offered by this job

Performance bonuses

Attendance incentives

Career pathing programs

Ergonomic workstation

Job summary

TORCH Solutions in the Philippines is seeking a customer service professional to handle inbound/outbound inquiries across phone, chat, and email for travel and retail accounts. You will process bookings, refunds, and account changes while meeting SLA and KPI targets.

The role requires English proficiency, ability to follow service scripts, and readiness to work graveyard shifts with immediate start availability. On-site work environment provided.

Qualifications

• Proficient in written and spoken English.
• Familiar with customer service scripts and call flow.
• Senior high school graduate or higher.
• Willing to work graveyard shifts.
• Available to start immediately.

Responsibilities

• Handle inbound and outbound 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 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

Immediate start

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.

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