Massive Hiring Customer Support for Premium Cable Account

TORCH Solutions

Western Visayas

On-site

PHP 446,000 - 781,000

Full time

7 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Base salary + bonuses

Night shift differential

Free meals

Transport

Wellness perks

Career growth

Job summary

TORCH Solutions in the Philippines is seeking a customer experience specialist to support premium cable and streaming subscribers. You will handle calls, resolve billing, service, and technical issues with empathy in a modern, tech-enabled contact center.

You will guide activation, channel setup, and device pairing through CRM tools, proactively identify churn risks, document interactions in Salesforce or Zendesk, and collaborate with technical teams until resolution, while upholding SLA targets

Qualifications

Experience with CRM systems and premium subscriber support is preferred.
Fluent American English with neutral accent appropriate for North America/APAC markets.

Responsibilities

Handle inbound/outbound calls for premium cable subscribers, resolving billing, service, and technical issues with empathy and speed.
Guide activation, channel setup, and device pairing using CRM tools and remote diagnostics.
Identify churn risks and deliver retention offers aligned with brand guidelines.
Document interactions and update records in Salesforce or Zendesk-based CRM platforms.
Collaborate with technical teams to escalate and resolve complex issues.
Adhere to SLAs, quality metrics, and script accuracy while maintaining brand voice.

Skills

Salesforce

CRM

Call Center Operations

Customer Retention

Billing Support

Technical Troubleshooting

Cable TV / Streaming

American English

Escalation Coordination

Tools

Salesforce

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