Premium Cable Support Specialist - Billing & Retention

TORCH Solutions

Western Visayas

On-site

PHP 446,000 - 781,000

Full time

7 days ago

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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.