Premium Cable Support Specialist - Billing & Retention

TORCH Solutions; Bago Grande; On-site; PHP 223,000 - 391,000; Full time

Job summary

TORCH Solutions Philippines is hiring 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, document interactions in Salesforce or Zendesk, identify churn risks, and collaborate with technical teams until resolution, all while meeting SLA targets.

Qualifications

• Experience in customer service or CX roles.
• Strong communication and problem-solving skills.
• Ability to work in a fast-paced, tech-enabled contact center.

Responsibilities

• Handle calls and resolve billing, service, and technical issues with empathy.
• Guide activation, channel setup, and device pairing through CRM tools.
• Proactively identify churn risks and document interactions in Salesforce or Zendesk.
• Collaborate with technical teams until issue resolution and uphold SLA targets.

Skills

Customer service

Communication

Problem solving

CRM tools

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 targets