Premium Cable Activation & Customer Experience Specialist

TORCH Solutions; Panay; On-site; PHP 30,000 - 60,000; Full time

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

Qualifications

• Experience delivering customer support through voice channels.
• Ability to resolve billing, service, and technical issues with empathy.
• Familiarity with CRM platforms such as Salesforce or Zendesk.

Responsibilities

• Handle calls from premium cable and streaming subscribers.
• Resolve billing, service, and technical issues with empathy.
• Guide activation, channel setup, and device pairing.
• Document interactions in CRM and maintain SLA adherence.
• Collaborate with technical teams until issue resolution.

Skills

Call handling

Billing resolution

Empathy

CRM tools

SLA awareness

Tools

Salesforce

Zendesk

Job description

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