Retail Account Support Specialist – Non-Voice, 24/7 Ops

TORCH Solutions; Philippines; On-site; PHP 246,000 - 402,000; Full time

Job summary

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.

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

Retail

BPO

Ticketing

Microsoft Excel

Data entry accuracy

English proficiency

Tools

Ticketing systems

Job description

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.