Account Care Specialist (Billing & Subscriptions)

RELX; Quezon City; On-site; PHP 335,000 - 558,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX is seeking an Account Care Agent in the Philippines to provide high-quality voice and digital support for customers across account, billing, subscription, and service-related concerns. You will investigate context, identify needs, and own next steps with clear handoffs when required.

Responsibilities include handling all related issues across channels, reviewing histories, explaining charges, and ensuring accurate resolutions.

Qualifications

• Bachelor's degree holder or completed at least 2 years of college (no back subjects/incomplete units)
• At least 1 year of experience in customer service, account support, billing, retention, subscriptions or similar roles
• Ability to quickly learn and apply enterprise AI tools and technologies to support workflows
• Excellent spoken and written English with strong communication and listening skills
• Strong problem-solving, analytical and decision-making skills

Responsibilities

• Handle account, billing, payment, subscription, cancellation, renewal, access, and service-related concerns across voice and digital channels
• Review account history to identify issues and determine appropriate solutions
• Explain account status, charges, options, requirements, and next steps clearly
• Take end-to-end ownership of customer concerns including documentation, follow-up and handoffs as needed
• Use sound judgment when handling complex or incomplete information
• Introduce relevant products or support options through approved practices
• Use tools and AI-enabled resources responsibly to support efficiency
• Identify recurring issues and contribute to process improvement
• Meet quality, customer experience, productivity, compliance and commercial expectations

Skills

Customer service

Account support

English proficiency

Active listening

Problem solving

Communication

Cross-sell/upsell

Analytical thinking

Decision making

Education

Bachelor's degree

Tools

AI tools

Job description

RELX is seeking an Account Care Agent in the Philippines to provide high-quality voice and digital support for customers across account, billing, subscription, and service-related concerns. You will investigate context, identify needs, and own next steps with clear handoffs when required.

Responsibilities include handling all related issues across channels, reviewing histories, explaining charges, and ensuring accurate resolutions.