Retail & Ecommerce Customer Experience Specialist

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

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.