Tech & Consumer Support Specialist

TORCH Solutions; Quezon City; On-site; PHP 201,000 - 290,000; Full time

Job summary

TORCH Solutions in Quezon City is seeking enthusiastic Customer Service Agents specializing in Tech & Consumer Accounts to join our growing team as a full-time on-site role.

You will handle customer inquiries, troubleshoot product issues, and document interactions while maintaining high customer satisfaction. Fluent English, strong communication, and a willingness to learn will help you excel in a fast-paced environment.

Qualifications

• High school diploma or equivalent; tertiary education preferred.
• Proven customer service experience in a call centre or similar.
• Excellent verbal and written English communication.
• Strong technical aptitude to explain tech concepts to customers.
• Patience, empathy, and problem-solving skills.
• Ability to multitask and handle multiple inquiries.

Responsibilities

• Answer incoming customer calls and emails professionally and promptly, relating to tech products and consumer accounts.
• Troubleshoot technical issues and provide clear, step-by-step guidance to resolve problems.
• Process account-related requests including updates, verification, billing inquiries, and service changes.
• Document all customer interactions accurately in the company's management systems.
• Identify and escalate complex issues to senior staff or relevant departments when needed.
• Maintain knowledge of products, services, policies, and procedures to provide accurate information.
• Follow company protocols and quality standards to ensure consistent service.
• Build positive relationships and handle complaints with empathy and professionalism.
• Meet or exceed targets for call handling time, first-contact resolution, and CSAT.
• Participate in training sessions to enhance product knowledge and skills.

Skills

Customer service

English fluency

Technical aptitude

Communication

Patience empathy

Teamwork

Education

High school diploma or equivalent

Tertiary education preferred

Job description

TORCH Solutions in Quezon City is seeking enthusiastic Customer Service Agents specializing in Tech & Consumer Accounts to join our growing team as a full-time on-site role.

You will handle customer inquiries, troubleshoot product issues, and document interactions while maintaining high customer satisfaction. Fluent English, strong communication, and a willingness to learn will help you excel in a fast-paced environment.