Massive Hiring Customer Support for Premium Cable Account

TORCH Solutions

Bago Grande

On-site

PHP 223,000 - 446,000

Full time

4 days ago

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Benefits offered by this job

Night shift differential

Free meals and transport

Career growth path

Job summary

TORCH Solutions is seeking a customer experience professional in the Philippines to support premium cable and streaming subscribers. You will handle billing, service, and technical issues with empathy and speed, and guide activation and device setup while documenting interactions in Salesforce or Zendesk.

You will identify churn risks, deliver retention offers within brand guidelines, coordinate with technical teams, and maintain SLA adherence with a brand-aligned tone.

Qualifications

Experience with CRM systems and billing support.
Fluent in American English with a neutral accent.
Experience in cable TV or streaming services is a plus.
Able to meet SLAs and handle high-volume calls with empathy.

Responsibilities

Handle inbound/outbound calls for premium subscribers and resolve billing, service, and technical issues with empathy and speed.
Guide activation, channel setup, and device pairing using CRM tools and remote diagnostics.
Proactively identify churn risks and deliver retention offers aligned with brand guidelines.
Accurately document interactions and update customer records in Salesforce or Zendesk.
Collaborate with technical teams to escalate and resolve complex issues.
Adhere to SLAs and script accuracy with a brand-aligned tone.

Skills

Salesforce

CRM

Call Center Operations

Customer Retention

Billing Support

Technical Troubleshooting

Cable TV/Streaming Experience

American English (neutral accent)

Escalation Coordination

Job description

About The Opportunity

A fast-scaling customer experience partner serving premium cable and streaming entertainment brands across North America and APAC. We deliver high-touch, premium-tier support for subscribers of top-tier cable and digital TV services, ensuring seamless onboarding, billing clarity, troubleshooting, and retention all within a modern, tech-enabled contact center environment in the Philippines.

Role & Responsibilities

Handle inbound/outbound calls for premium cable subscribers, resolving billing, service, and technical issues with empathy and speed.
Guide new customers through activation, channel setup, and device pairing using CRM tools and remote diagnostic workflows.
Proactively identify churn risks and deliver retention offers aligned with brand guidelines and compliance protocols.
Accurately document interactions and update customer records in Salesforce or Zendesk-based CRM platforms.
Collaborate with technical teams to elevate complex issues and follow up until resolution.
Adhere to SLAs, quality metrics, and script accuracy while maintaining a brand-aligned tone of voice.

Skills & Qualifications