Account Care Specialist: Billing, Subscriptions & Support

RELX; Iloilo City; On-site; PHP 357,000 - 580,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX is seeking an Account Care Agent in the Philippines to handle voice and digital support for accounts, billing, subscriptions, and related services. You will own end-to-end resolutions and handoffs while promoting needs-based product recommendations.

The role emphasizes clear communication, problem-solving, and the ability to learn enterprise AI tools to improve workflows. Join a customer-centric team with country-specific benefits.

Qualifications

• Bachelor's degree 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, or subscription-related roles.
• Ability to quickly learn and apply enterprise AI tools and technologies to support workflows.
• 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.

Responsibilities

• Handle account, billing, payment, subscription, cancellation, renewal, access, and service concerns across voice and digital channels.
• Review account history and relevant records to identify issues, determine appropriate 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.

Skills

Strong communication

Active listening

Problem-solving

Analytical thinking

Decision making

Customer-focused

Empathy

Multisystem experience

AI tools literacy

Education

Bachelor's degree or 2 years college

Job description

RELX is seeking an Account Care Agent in the Philippines to handle voice and digital support for accounts, billing, subscriptions, and related services. You will own end-to-end resolutions and handoffs while promoting needs-based product recommendations.

The role emphasizes clear communication, problem-solving, and the ability to learn enterprise AI tools to improve workflows. Join a customer-centric team with country-specific benefits.