Account Care Specialist - Customer & Billing Support

RELX; Manila; On-site; PHP 335,000 - 670,000; Full time

Benefits offered by this job

Health benefits

Career development programs

Job summary

RELX in Manila, Philippines seeks an Account Care Agent to provide high-quality voice and digital support for account, billing, subscription, and service-related concerns. You will investigate customer needs, explain options clearly, and own the next best action through resolution or a handoff.

You’ll introduce relevant products through approved Boost and Engage practices to ensure accurate, beneficial outcomes.

Qualifications

• Bachelor’s degree holder or completed at least 2 years level in college
• At least 1 year of experience in customer service or related role
• Ability to quickly learn and apply enterprise AI tools and technologies
• 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 preferred
• Exposure to consultative selling, upselling, cross-selling, or needs-based recommendations preferred

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 and determine solutions
• Explain account status, charges, options, requirements, and next steps clearly
• Take end-to-end ownership of customer concerns, including documentation and handoffs
• Use sound judgment and critical thinking for complex information
• Introduce relevant products, services, or support options
• Use approved tools and AI-enabled resources to support service and efficiency
• Identify recurring issues and contribute to continuous improvement
• Meet quality, customer experience, productivity, compliance, and commercial expectations

Skills

Communication

Active listening

Problem solving

Analytical thinking

Decision making

Empathy

Customer focus

Systems knowledge

AI tools

Education

Bachelor’s degree or 2 years college

Tools

AI tools

Job description

RELX in Manila, Philippines seeks an Account Care Agent to provide high-quality voice and digital support for account, billing, subscription, and service-related concerns. You will investigate customer needs, explain options clearly, and own the next best action through resolution or a handoff.

You’ll introduce relevant products through approved Boost and Engage practices to ensure accurate, beneficial outcomes.