Customer Support for Retail Account - NonVoice

TORCH Solutions; Davao City; Vor Ort; PHP 279.000 - 391.000; Vollzeit

Zusammenfassung

TORCH Solutions is expanding its on-site Philippines team to support Fortune 500 retail clients with non-voice customer data management, refunds, and policy enforcement. You will handle email and ticket-based inquiries, verify and update account details, and ensure accurate fulfillment data.

Ideal candidates have HS/SHS with 6+ months in customer engagement, familiarity with retail policies, and solid data-entry skills.

Qualifikationen

• Minimum HS/SHS graduate with 6 months+ customer engagement experience.
• Knowledge of retail policies (returns, exchanges, loyalty programs) is a plus.
• Data entry accuracy and attention to detail.
• Proficient in written English.
• Basic understanding of inventory or fulfillment workflows.
• Experience in retail BPO or non-voice customer service preferred.
• Knowledge of PCI compliance or data privacy basics is a plus.

Aufgaben

• Handle non-voice customer inquiries via email, tickets, and backend systems.
• Verify and update customer account data including shipping and payment details.
• Coordinate with warehouse/logistics/finance to resolve fulfillment discrepancies.
• Apply policy guidelines to refunds, exchanges, and returns without direct contact.
• Document steps in tickets with audit-ready notes for compliance.
• Escalate complex cases using standard procedures and risk flags.

Kenntnisse

Customer service

Ticketing

Data entry

English writing

Inventory knowledge

PCI awareness

Ausbildung

HS/SHS graduate

Tools

CRM software

Jobbeschreibung

About The Opportunity

A dynamic BPO solutions provider servicing Fortune 500 retail brands, we deliver frictionless customer experiences through high-precision, non-voice support operations. Our team powers back-end customer account management, order resolution, inventory reconciliation, and policy enforcement — all behind the scenes, with zero direct customer interaction. We’re scaling our Philippines-based on-site team to support global retail clients’ 24/7 operational needs.

Role & Responsibilities

• Process and resolve non-voice retail customer account inquiries via email, ticketing systems, and backend CRM tools.
• Verify, update, and reconcile customer account data including shipping preferences, order history, payment methods, and loyalty status.
• Collaborate with warehouse, logistics, and finance teams to resolve fulfillment discrepancies and ensure SLA adherence.
• Apply retail policy guidelines to issue refunds, process exchanges, and manage returns without customer contact.
• Document resolution steps in ticketing systems with clear, audit-ready notes for compliance and scalability.
• Escalate complex or high-risk cases to supervisors using standardized protocols and risk-flagging systems.

Skills & Qualifications

• At least HS/SHS Grad + 6 Customer Engaement Experience (BPO OR NONBPO)
• Knowledge of retail customer policies (returns, exchanges, loyalty programs)
• Data entry accuracy and attention to detail
• English proficiency (written)
• Basic understanding of inventory or fulfillment workflows
• Preferred
• Experience with retail BPO or non-voice customer service
• Knowledge of PCI compliance or data privacy basics

Skills: retail,bpo,ticketing,microsoft excel