Customer Service Representative - Dayshift

TORCH Solutions; Mandaluyong; On-site; PHP 260,000 - 340,000; Full time

Job summary

TORCH Solutions in Mandaluyong City, Metro Manila, is seeking a Customer Service Representative - Dayshift for a full-time, on-site role. You will handle inbound and outbound calls, resolve inquiries, and deliver outstanding service that strengthens our customer relationships.

The ideal candidate has 1–2 years in customer service, strong verbal and written communication, active listening, empathy, and proficiency with CRM systems. You must be able to work independently and manage multiple tasks.

Qualifications

• High school diploma or equivalent is required.
• 1–2 years of experience in customer service or call centre preferred.
• Excellent verbal and written communication skills.
• Strong active listening and empathy to understand customer needs.
• Proficiency with computer systems, databases, and CRM software.
• Ability to work independently and follow company policies.
• Strong organizational skills to manage multiple tasks.
• Patience and resilience with demanding customers.
• Availability to work dayshift hours consistently.
• Multilingual or bilingual skills (English plus Tagalog or Mandarin) are advantageous.

Responsibilities

• Handle inbound and outbound customer calls professionally.
• Document customer interactions clearly in the CRM system.
• Identify and escalate complex issues to appropriate departments.
• Provide product and service information to customers.
• Process customer requests, orders, and transactions accurately.
• Build rapport with customers and maintain professionalism.
• Meet and exceed performance metrics (call times, CSAT, quality).
• Participate in ongoing training to enhance knowledge and service skills.
• Support teammates and contribute to a positive team environment.

Skills

Verbal communication

Written communication

Active listening

Empathy

Time management

Education

High school diploma or equivalent

Tools

CRM software

Databases

Job description

We are seeking a Customer Service Representative - Dayshift to join our team at our Mandaluyong City Metro Manila location. This is a full-time position where you will be at the front line of our customer service operations, playing a crucial role in maintaining TORCH Solutions' reputation for excellence. As a Customer Service Representative, you will handle inbound and outbound customer communications, resolve inquiries, and provide support that transforms customer interactions into positive experiences. This role is essential to our mission of delivering outstanding service and building lasting customer relationships.

Key responsibilities

• Handle inbound customer calls and inquiries in a professional and courteous manner, addressing concerns and providing timely resolutions
• Document customer interactions accurately and completely in our systems to maintain clear records and ensure service continuity
• Identify and escalated complex issues to appropriate departments or supervisors whilst maintaining customer satisfaction
• Provide product and service information to customers, answering questions and offering guidance to support their decision-making
• Process customer requests, orders, and transactions with accuracy and efficiency
• Build rapport with customers and maintain professionalism during challenging situations
• Meet and exceed performance metrics including call handling times, customer satisfaction scores, and quality standards
• Participate in ongoing training and development programmes to enhance product knowledge and service skills
• Contribute to a positive team environment and support colleagues when needed

What we're looking for

• High school diploma or equivalent qualification required
• Proven experience in a customer service or call centre environment, ideally for a minimum of 1-2 years
• Excellent verbal and written communication skills with the ability to articulate information clearly and professionally
• Strong active listening skills and empathy, enabling you to understand customer needs and respond appropriately
• Proficiency with computer systems, databases, and customer relationship management (CRM) software
• Ability to work independently and make sound decisions whilst adhering to company policies and procedures
• Strong organisational skills with the capacity to manage multiple tasks and priorities simultaneously
• Patience and resilience when dealing with demanding situations or dissatisfied customers
• Availability to work dayshift hours on a consistent basis
• Preferably multilingual or bilingual, with fluency in English and additional languages such as Tagalog or Mandarin being advantageous