Customer Support for Retail & Ecommerce (Can Offer High Salary)

TORCH Solutions; Cebu City; On-site; PHP 201,000 - 312,000; Full time

Job summary

Torch Solutions is seeking a dedicated Customer Service Representative for Retail & Ecommerce Account in Cebu. This full-time role connects clients with customers, delivering exceptional support across multiple channels. You will manage inquiries, process orders, and uphold service quality to protect brand reputation.

Ideal candidates have a high school diploma, prior customer service experience, and strong communication skills in English. A multi-channel, CRM-enabled environment awaits you.

Qualifications

• High school diploma or equivalent required; customer service training is a plus.
• Experience in customer service or call centre preferred, retail/ecommerce a plus.
• Excellent written and spoken English with clear diction and professional tone.

Responsibilities

• Respond to customer inquiries via phone, email, chat, and other channels promptly.
• Address complaints with empathy and resolve issues to achieve satisfaction.
• Process orders, returns, refunds, and exchanges accurately.
• Provide product information to assist purchasing decisions.
• Maintain detailed records of interactions in the company system.
• Meet KPIs like call handling time and first-contact resolution.
• Escalate complex issues to supervisors when needed.

Skills

Customer service

Multi-channel support

Active listening

Communication skills

Education

High school diploma

Tools

CRM software

Microsoft Windows

Job description

We areseeking a dedicated and customer-focused Customer Service Representative for Retail & Ecommerce Account to join our growing team. This is a full-time position based in Cebu, Central Visayas. In this role, you will be the vital link between our retail and ecommerce clients and their customers, delivering exceptional support that drives satisfaction and loyalty. You will handle a variety of customer inquiries, complaints, and requests with professionalism and efficiency, whilst maintaining the highest standards of service quality. This position is instrumental in ensuring positive customer experiences and upholding our clients' brand reputation in the competitive retail and ecommerce sector.

Key responsibilities

• Respond to customer inquiries via telephone, email, chat, and other communication channels in a timely and professional manner
• Address customer complaints and concerns with empathy and resolve issues to achieve customer satisfaction
• Process orders, returns, refunds, and exchanges accurately and efficiently
• Provide product information and recommendations to assist customers with their purchasing decisions
• Maintain detailed and accurate records of customer interactions and transactions in the company system
• Follow company policies and procedures whilst adapting to the specific requirements of retail and ecommerce clients
• Identify opportunities to upsell or cross-sell products whilst maintaining customer trust
• Collaborate with team members to share best practices and support collective goals
• Meet or exceed key performance indicators including call handling time, customer satisfaction ratings, and first-contact resolution rates
• Escalate complex issues to supervisors or specialised departments when necessary

What we're looking for

• High school diploma or equivalent qualification; additional customer service training or certification is advantageous
• Proven experience in a customer service or call centre environment, ideally within retail or ecommerce sectors
• Excellent communication skills, both written and verbal, with clear diction and professional tone
• Strong active listening abilities and empathy when interacting with customers
• Proficiency in using computer systems, customer relationship management (CRM) software, and multi-channel communication platforms
• Ability to handle multiple tasks simultaneously whilst maintaining accuracy and attention to detail

Ready to make a difference?

If you are passionate about delivering exceptional customer service and thrive in a dynamic call centre environment, we want to hear from you.