Account Care Specialist – Billing & Subscriptions

Relx Plc

Manila

Hybrid

PHP 260,000 - 380,000

Full time

14 days+

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Job summary

Relx Plc in Manila is seeking a Customer Support Representative to deliver high-quality voice and digital assistance for customers with accounts, billing, subscriptions, and related concerns. You will review histories, identify needs, and own the next best action through resolution and handoffs.

The role requires 1 year of customer-facing experience, a completed college level, and excellent spoken and written English.

Qualifications

Bachelor's degree or 2 years college or higher.
1 year of experience in customer service, account support, billing, retention, subscriptions or similar role.

Responsibilities

Handle account, billing, payment, subscription, cancellation, renewal, access, and service-related concerns across voice and digital channels.
Review account history and relevant records to identify issues, determine solutions, and prevent repeat contacts.
Explain account status, charges, options, requirements, and next steps clearly and accurately.
Take end-to-end ownership of customer concerns, including documentation, follow-up, escalation, and handoffs when required.
Use sound judgment and critical thinking when handling complex or incomplete information.
Introduce relevant products, services, or support options through approved Boost and Engage practices.
Use approved tools, systems, knowledge resources, and AI-enabled tools responsibly to support customer service and workflow efficiency.
Identify recurring customer or process issues and contribute to continuous improvement.
Meet quality, customer experience, productivity, compliance, and commercial expectations.