Customer Support for Retail Account - NonVoice

TORCH Solutions; Metro Manila; On-site; PHP 201,000 - 290,000; Full time

Job summary

TORCH Solutions is expanding its on-site team in the Philippines to provide non-voice, back-end support for Fortune 500 retail brands. This role focuses on handling email and ticket-based inquiries, updating customer data, and ensuring policy-compliant resolution without direct customer contact.

The ideal candidate has a HS/SHS diploma with at least 6 months of customer engagement experience, understands retail policies, and can maintain precise data entry in backend systems.

Qualifications

• HS/SHS graduate with at least 6 months of customer engagement experience (BPO or non-BPO).
• Knowledge of retail customer policies (returns, exchanges, loyalty programs).
• Data entry accuracy and attention to detail.
• English proficiency in written form.
• Basic understanding of inventory or fulfillment workflows.

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

Customer engagement experience

Data entry accuracy

English proficiency

Inventory/fulfillment awareness

Education

HS/SHS graduate

Tools

Microsoft Excel

Job description

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.

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