Customer Support Representative - Relocation Package Offer

TORCH Solutions; Cagayan de Oro; Hybrid; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Relocation package (flight, visa, and

Hybrid onsite workplace

Upskilling programs and leadership

Job summary

TORCH Solutions is seeking a customer support specialist to deliver consistent, empathetic assistance via phone, email, and chat across global enterprise accounts.

You will diagnose and resolve inquiries with first-contact resolution as a KPI, collaborate with Product, Billing, and Technical teams, and participate in training to elevate team performance and customer outcomes. Relocation and hybrid onsite work arrangements are provided to qualified candidates.

Qualifications

• Professional fluency in English (spoken and written).
• Experience with live chat and ticketing systems.
• Strong active listening and de-escalation skills.
• Excellent time management and multitasking under pressure.

Responsibilities

• Deliver support via phone, email, and chat across global enterprise accounts.
• Diagnose, troubleshoot, and resolve inquiries with first-contact resolution as a KPI.
• Collaborate with Product, Billing, and Technical teams to resolve issues.
• Participate in training and process optimization to improve team performance and customer outcomes.

Skills

English fluency

Active listening & de-escalation

Time management & multitasking

First-contact resolution mindset

Tools

Live chat systems

Ticketing systems

Job description

• Deliver consistent, empathetic, and solution-driven customer support via phone, email, and chat across global enterprise accounts.
• Diagnose, troubleshoot, and resolve customer inquiries with first-contact resolution as a primary KPI.
• Collaborate cross-functionally with Product, Billing, and Technical teams to resolve systemic customer pain points.
• Participate in training, coaching, and process optimization initiatives to elevate team performance and customer outcomes.

Role & Responsibilities

• Deliver consistent, empathetic, and solution-driven customer support via phone, email, and chat across global enterprise accounts.
• Diagnose, troubleshoot, and resolve customer inquiries with first-contact resolution as a primary KPI.
• Collaborate cross-functionally with Product, Billing, and Technical teams to elevate and resolve systemic customer pain points.
• Participate in training, coaching, and process optimization initiatives to elevate team performance and customer outcomes.

Skills & Qualifications

Must-Have

• English fluency (professional spoken & written)
• Live chat & ticketing systems
• Active listening & de-escalation techniques
• Time management & multitasking under pressure

Preferred

• Experience in BPO or enterprise customer support
• Familiarity with AI-assisted support tools (e.g., chatbots, knowledge base integrations)
• Basic troubleshooting for SaaS or tech products

Benefits & Culture Highlights

• Relocation package offered for qualified candidates—including flight, visa, and settling-in stipend.
• Hybrid onsite workplace with modern facilities, ergonomic setups, and wellness amenities.
• Career progression path with quarterly upskilling programs and leadership exposure.

Skills: customer support,relocation,bpo