BPO Customer Support – Retail (Job Description / Profile)

Role Summary

As a Customer Support Representative – Retail (BPO), you will be responsible for providing excellent customer service to retail customers through phone, email, chat, or social media. Your goal is to resolve customer issues, answer product queries, support order processing, and ensure a positive shopping experience.

‍ Key Responsibilities

• Handle inbound customer inquiries related to products, orders, returns, and billing.

• Provide timely and accurate information via phone, email, and live chat.

• Resolve customer issues and complaints with empathy and professionalism.

• Assist customers through the entire order lifecycle (order placement, tracking, cancellation).

• Maintain records of customer interactions using CRM tools.

• Work towards achieving KPIs like resolution time, customer satisfaction, and call quality.

• Escalate complex issues to supervisors when required.

• Follow company policies, procedures, and quality standards.

Skills & Qualifications

Must-Have

• Excellent communication skills (English; additional languages a plus)

• Customer-centric attitude with patience and empathy

• Basic computer skills & familiarity with CRM systems

• Ability to handle high call/chat volumes

• Team player with a positive approach

Preferred

• Prior BPO/retail customer support experience

• Multitasking skills with attention to detail

• Problem-solving mindset

Performance Metrics

• Customer Satisfaction Score (CSAT)

• Average Handle Time (AHT)

• First Call Resolution (FCR)

• Quality Assurance Scores

Typical Work Environment

• Work From Office 

• Shift flexibility including evenings and weekends

• Supportive team environment with training provided

               Minimum HS graduate with 6 months experience

                Location: [Cebu / Work From Office ]

What We Offer

Competitive pay + performance incentives
Training & career growth opportunities
Friendly and supportive work environment
Flexible shift options (if applicable)

How to Apply

Contact / Apply: [Email]

Limited openings – Apply now!

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