Premium Cable Support & Retention Specialist (Night Shifts)

TORCH Solutions

Bacolod

On-site

PHP 357,000 - 536,000

Full time

14 days+

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Benefits offered by this job

Night shift differential

Free meals

Career growth path

Job summary

Torch Solutions in the Philippines is seeking a Customer Support Specialist to assist premium cable and streaming subscribers. You will resolve billing, service, and technical issues with empathy, while guiding customers through activation and device setup using CRM tools and remote diagnostics.

Ideal candidates will have strong American English, experience in CX, and the ability to coordinate escalations across teams.

Qualifications

Experience in call center or CX environments is required.
Ability to resolve billing, service, and technical issues with empathy and speed.
Experience using CRM tools and documenting interactions clearly.

Responsibilities

Handle inbound/outbound calls for premium subscribers addressing billing, service, and technical issues with empathy and speed.
Guide new customers through activation, channel setup, and device pairing using CRM tools and remote diagnostics workflows.
Proactively identify churn risks and deliver retention offers aligned with brand guidelines and compliance.
Document interactions and update customer records in Salesforce or Zendesk-based CRM platforms.
Collaborate with technical teams to escalate and resolve complex issues, following up until closure.
Adhere to SLAs, quality metrics, and script accuracy while maintaining brand tone.