Premium Cable Support Specialist — Billing & Retention

TORCH Solutions; Bago Grande; On-site; PHP 223,000 - 446,000; Full time

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

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.