Account Care Specialist: End-to-End Customer Support

Relx Plc; Iloilo City; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX in the Philippines seeks an Account Care Agent to provide high-quality voice and digital support for billing, subscriptions, and service-related concerns. You will own end-to-end resolution, document actions, and handoffs when needed.

You will introduce suitable products or services through Boost/Engage practices, using approved tools and AI-enabled resources to support customer outcomes. Strong English, empathy, and problem-solving are essential for success.

Qualifications

• Bachelor's degree or 2 years of college completed with no back subjects.
• At least 1 year of customer service, account support, or similar role.
• Ability to learn and apply enterprise AI tools for workflows.
• Excellent English communication, both spoken and written.
• Strong problem-solving, analytical, and decision-making skills.
• Customer-focused, empathetic, accurate, and solution-oriented.
• Comfortable using multiple systems and digital tools.
• Experience with voice and written customer interactions preferred.
• Experience with consultative selling or needs-based recommendations is preferred.

Responsibilities

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

Skills

English communication

Problem-solving

Customer-focused

Multi-system proficiency

Voice interactions

Written communication

AI tools familiarity

Education

Bachelor's degree

2 years college (no back subjects)

Tools

CRM systems

AI-enabled tools

Job description

RELX in the Philippines seeks an Account Care Agent to provide high-quality voice and digital support for billing, subscriptions, and service-related concerns. You will own end-to-end resolution, document actions, and handoffs when needed.

You will introduce suitable products or services through Boost/Engage practices, using approved tools and AI-enabled resources to support customer outcomes. Strong English, empathy, and problem-solving are essential for success.