Retail Backend Support Specialist - Non-Voice, 24/7 Operations

TORCH Solutions; Metro Manila; Presencial; PHP 201 000 - 290 000; Tempo integral

Resumo da oferta

TORCH Solutions is expanding its on-site team in the Philippines to provide non-voice, back-end support for Fortune 500 retail brands. This role focuses on handling email and ticket-based inquiries, updating customer data, and ensuring policy-compliant resolution without direct customer contact.

The ideal candidate has a HS/SHS diploma with at least 6 months of customer engagement experience, understands retail policies, and can maintain precise data entry in backend systems.

Qualificações

• HS/SHS graduate with at least 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 in written form.
• Basic understanding of inventory or fulfillment workflows.

Responsabilidades

• 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.

Conhecimentos

Customer engagement experience

Data entry accuracy

English proficiency

Inventory/fulfillment awareness

Formação académica

HS/SHS graduate

Ferramentas

Microsoft Excel

Descrição da oferta de emprego

TORCH Solutions is expanding its on-site team in the Philippines to provide non-voice, back-end support for Fortune 500 retail brands. This role focuses on handling email and ticket-based inquiries, updating customer data, and ensuring policy-compliant resolution without direct customer contact.

The ideal candidate has a HS/SHS diploma with at least 6 months of customer engagement experience, understands retail policies, and can maintain precise data entry in backend systems.