Customer Support Agent for Premium Cable Account

TORCH Solutions; Murcia; On-site; PHP 223,000 - 335,000; Full time

Benefits offered by this job

Base salary with bonuses

Night shift differential

Free meals

Transport provided

Wellness perks

Career growth path

Job summary

TORCH Solutions is seeking a customer support specialist to handle inbound/outbound calls for premium cable subscribers, resolving billing, service, and technical issues with empathy and speed.

You will proactively identify churn risks and deliver retention offers aligned with brand guidelines, while collaborating with technical teams to escalate and follow up until resolution.

Qualifications

• Experience in call center operations and handling billing/technical issues.
• Ability to retain customers and offer retention solutions within brand guidelines.
• Strong troubleshooting skills for cable TV or streaming platforms.

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 per brand guidelines and compliance.
• Collaborate with technical teams to escalate and follow up until resolution.

Skills

Call Center Operations

Customer Retention

Billing Support

Technical Troubleshooting

Experience with cable TV or streaming

American English fluency

Cross-functional escalation

Job description

Role & 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 & Qualifications

• Call Center Operations


• Customer Retention


• Billing Support


• Technical Troubleshooting


• Experience with cable TV or streaming platforms


• Fluency in American English with neutral accent


• Cross-functional escalation coordination

Benefits & Culture Highlights

• Competitive base salary + performance bonuses + night shift differentials


• Modern, air-conditioned office with free meals, transport, and wellness perks


• Career growth path into team lead, QA, or operations roles within 6–12 months