Account Care Specialist: Billing & Subscription Support

Reed Elsevier Shared Services (Philippines) Inc Company; Iloilo; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX is seeking an Account Care Agent in Iloilo, Philippines to provide high-quality voice and digital support for customers with account, billing, payment, subscription, cancellation or renewal concerns.

The role involves owning the next best action, escalating when needed, and introducing approved products or services through Boost and Engage. Strong English, problem-solving, and empathy are essential for effective customer interactions.

Qualifications

• Bachelor's degree or completed at least 2 years of college.
• At least 1 year of experience in customer service or similar role.
• Ability to quickly learn and apply enterprise AI tools.
• Excellent spoken and written English with strong communication.
• Strong problem-solving, analytical and decision-making skills.
• Customer-focused, empathetic and solution-oriented.
• Comfortable working with multiple systems and digital tools.
• Experience with voice and written customer interactions preferred.
• Exposure to consultative selling or needs-based recommendations preferred.
• Experience with CSAT or similar metrics preferred.

Responsibilities

• Review account history, billing and payment activity, subscription details and access status.
• Diagnose and resolve concerns using approved tools, processes, and cross-functional support.
• Connect information across records to distinguish immediate requests from underlying issues.
• Explain account status, charges, notices, options, and next steps clearly.
• Take end-to-end ownership within role authority.
• Create handoffs, document actions, and follow escalation when needed.
• Demonstrate empathy, composure, curiosity, and confidence during conversations about billing, cancellations, renewals, or access issues.
• Use critical thinking to handle incomplete or multi-system information without assumptions.
• Introduce approved products or services through Boost and Engage when relevant.
• Resolve or stabilize the service need first, then position recommendations naturally.
• Communicate professionally across phone, chat, and email; adapt explanations to customer context.
• Maintain accurate documentation of issues, research, actions, and commitments.
• Use approved AI-enabled tools responsibly to support research while protecting customer information.
• Observe pain points, share examples with leadership, and contribute improvement ideas.

Education

Bachelor's degree or 2 years college

Tools

Enterprise AI tools

Job description

RELX is seeking an Account Care Agent in Iloilo, Philippines to provide high-quality voice and digital support for customers with account, billing, payment, subscription, cancellation or renewal concerns.

The role involves owning the next best action, escalating when needed, and introducing approved products or services through Boost and Engage. Strong English, problem-solving, and empathy are essential for effective customer interactions.