Account Care Specialist - Billing & Support

RELX International; United Kingdom; On-site; GBP 27,000 - 38,000; Full time

Job summary

RELX International seeks an Account Care Agent to provide high-quality voice and digital support for customers on account, billing, subscription, and service-related needs. You will own the next best action, coordinate handoffs, and deliver needs-based recommendations with empathy and clear explanation.

The role requires strong English, problem-solving ability, and experience in customer service. You will work across multiple channels, document thoroughly, and use approved AI tools responsibly

Qualifications

• Bachelor’s degree holder or completed at least 2 years level in college (no back subjects/incomplete units)
• At least 1 year of experience in customer service, account support, billing, retention, collections, subscription support, inside sales, or a similar customer-facing role.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Excellent spoken and written English with strong communication and active listening skills.
• Strong problem-solving, analytical, and decision-making skills.
• Customer-focused, empathetic, accurate, and solution-oriented.
• Comfortable working with multiple systems, customer records, and digital tools.
• Experience with voice and written customer interactions is preferred.
• Exposure to consultative selling, upselling, cross-selling, or needs-based recommendations is preferred.
• Experience with CSAT or similar customer-experience metrics is preferred.
• Must be in current role for 1 year.
• Must not have received any Disciplinary Action within the past 12 months.
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months.
• Must not have any Attendance and Punctuality issues in the past 12 months
• Must have a successful or above rating in the last Enabling Performance cycle

Responsibilities

• Review account history, prior contacts, notes, billing and payment activity, subscription details, access status, and open actions before deciding the next step.
• Diagnose and resolve concerns using approved tools, knowledge resources, processes, business judgment, and cross-functional support.
• Connect information across records to distinguish the immediate request from the underlying account issue and prevent avoidable repeat contacts.
• Explain account status, charges, notices, available options, process requirements, ownership, and expected next steps clearly.
• Take end-to-end ownership within role authority. Create complete handoffs, document accurately, and follow escalation or follow-up requirements when another team must act.
• Demonstrate empathy, composure, curiosity, and confidence during billing, collections, cancellation, renewal, and access-related conversations.
• Use critical thinking to work through incomplete, conflicting, or multi-system information without unsupported assumptions or commitments.
• Introduce approved products, features, or services through Boost and Engage when relevant. Resolve or stabilize the service need first, then position the recommendation naturally.
• Communicate professionally across phone, chat, email, and other supported channels and adapt explanations to the customer’s situation.
• Maintain accurate documentation of the issue, research completed, actions taken, ownership, and remaining commitments.
• Use approved AI-enabled tools responsibly to support research, knowledge retrieval, drafting, summarization, or workflow efficiency while validating outputs, protecting customer information, and remaining accountable for the final response or action.
• Observe recurring customer and process pain points, gather relevant examples, raise them constructively to leadership, and contribute practical improvement ideas.
• Meet quality, customer experience, productivity, compliance, and commercial activity expectations while contributing to team learning and continuous improvement.

Skills

Excellent communication

Active listening

Problem-solving

Empathy

Multi-system navigation

Education

Bachelor’s degree or 2 years college

Tools

Enterprise AI tools

Job description

RELX International seeks an Account Care Agent to provide high-quality voice and digital support for customers on account, billing, subscription, and service-related needs. You will own the next best action, coordinate handoffs, and deliver needs-based recommendations with empathy and clear explanation.

The role requires strong English, problem-solving ability, and experience in customer service. You will work across multiple channels, document thoroughly, and use approved AI tools responsibly