Customer Support for Retail Account - NonVoice

TORCH Solutions; Philippines; Sur place; PHP 246 000 - 402 000; Plein temps

Résumé du poste

TORCH Solutions in the Philippines is expanding its on-site team to handle non-voice, email, and ticket-based customer support for global retail clients. You will verify and reconcile account data, coordinate with warehouses and finance for order accuracy, and apply policy guidelines to refunds and returns without direct customer contact.

The role emphasizes data accuracy, English written communication, and familiarity with retail policies and fulfillment workflows.

Qualifications

• HS/SHS graduation plus 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 (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.

Responsabilités

• 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.

Connaissances

Retail

BPO

Ticketing

Microsoft Excel

Data entry accuracy

English proficiency

Outils

Ticketing systems

Description du poste

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