Customer Support for Retail and Ecommerce Account

TORCH Solutions; Davao City; On-site; PHP 240,000 - 360,000; Full time

Job summary

TORCH Solutions in Davao City is seeking a dedicated Customer Service professional to support our retail and ecommerce operations. You will be the voice of the brand, handling inquiries, processing orders, and ensuring a positive shopping experience.

You will work across channels, resolve issues, coordinate with warehouse and logistics, and help drive customer satisfaction through accurate records and thoughtful service.

Qualifications

• Experience in customer service, preferably retail or ecommerce.
• Clear written and verbal communication skills.
• Strong problem-solving and customer-centric approach.
• Ability to work under pressure while maintaining accuracy.
• Good organizational and time management skills.

Responsibilities

• Respond to customer inquiries via phone, email, chat and other channels.
• Process orders, returns and exchanges following policies.
• Provide product information and recommendations to customers.
• Resolve complaints promptly and escalate when needed.
• Maintain accurate records of interactions in the system.
• Support inventory and stock inquiries for retail/ecommerce.
• Work with warehouse, logistics, and management to ensure service quality.

Skills

Customer service experience

Excellent communication

Problem solving

Time management

Patience & empathy

Flexibility with shifts

Organization

Team collaboration

Education

High school diploma or equivalent

Tools

Retail/ecommerce platforms

Job description

We are seeking a dedicated and customer-focused Customer Service for Retail and Ecommerce professional to join our dynamic team in Davao City. This is a full-time position that plays a vital role in delivering exceptional customer experiences across our retail and ecommerce channels. You will be the voice of our brand, helping customers resolve queries, process orders, and build lasting relationships that drive business success. This role is crucial in maintaining customer satisfaction and supporting the growth of our retail and ecommerce operations in the region.

What you'll be doing

• Responding to customer inquiries via phone, email, chat and other communication channels with professionalism and efficiency
• Processing orders, returns and exchanges whilst ensuring accuracy and adherence to company policies
• Providing product information and recommendations to customers to enhance their shopping experience
• Resolving customer complaints and issues in a timely manner, escalating complex matters when necessary
• Maintaining accurate records of customer interactions and transactions in the company system
• Supporting inventory and stock inquiries for retail and ecommerce operations
• Achieving and maintaining customer service targets including call handling time, quality scores and customer satisfaction ratings
• Collaborating with other departments such as warehouse, logistics and management teams to ensure seamless customer service delivery
• Identifying opportunities to upsell or cross-sell products while maintaining customer focus
• Contributing to continuous service improvement by providing feedback and suggestions based on customer interactions

What we're looking for

• Proven experience in a customer service or call centre environment, preferably within retail or ecommerce sectors
• Excellent verbal and written communication skills with a clear, professional manner
• Strong problem-solving abilities and a customer-centric approach to handling inquiries and complaints
• Ability to work efficiently under pressure whilst maintaining accuracy and quality standards
• Good organizational and time management skills with the ability to prioritize multiple tasks
• Patience, empathy, and a genuine desire to help customers resolve their issues
• Flexibility to work according to shift patterns as required by the business
• High school diploma or equivalent; additional customer service certifications are advantageous
• Familiarity with retail operations, product knowledge, or e-commerce platforms would be beneficial