Cable Support & Retention Specialist

TORCH Solutions; Pasacao; On-site; PHP 360,000 - 540,000; Full time

Benefits offered by this job

Performance bonuses

Night shift differential

Competitive base salary

Job summary

TORCH Solutions in the Philippines seeks a proactive Customer Support specialist to handle inbound and outbound calls for premium cable subscribers, resolving billing, service, and technical issues with empathy and speed.

You will identify churn risks, deliver retention offers within brand guidelines, and collaborate with technical teams to escalate and resolve complex problems, with opportunities for growth into lead or QA roles within 6–12 months.

Qualifications

• Experience in call center operations or customer support.
• Strong knowledge of billing, retention, and technical troubleshooting.
• Fluency in American English with a neutral accent.

Responsibilities

• Handle inbound/outbound calls for premium cable subscribers, resolving billing, service, and technical issues with empathy and speed.
• Proactively identify churn risks and deliver retention offers aligned with brand guidelines and compliance protocols.
• Collaborate with technical teams to escape complex issues and follow up until resolution.

Skills

Call Center Operations

Customer Retention

Billing Support

Technical Troubleshooting

Experience with cable TV or streaming

Fluency in American English with neut‌

Job description

TORCH Solutions in the Philippines seeks a proactive Customer Support specialist to handle inbound and outbound calls for premium cable subscribers, resolving billing, service, and technical issues with empathy and speed.

You will identify churn risks, deliver retention offers within brand guidelines, and collaborate with technical teams to escalate and resolve complex problems, with opportunities for growth into lead or QA roles within 6–12 months.