Account Care Specialist: Support, Solutions & Upsell

RELX International; Iloilo; On-site; PHP 246,000 - 335,000; Full time

Job summary

RELX International is hiring an Account Care Agent to provide high-quality voice and digital support for customers with account, billing, and subscription concerns. You will investigate context, understand needs, and own the next best action through resolution or a handoff.

The role emphasizes empathy, clear explanations, and needs-based product recommendations. You will work across phone, chat, and email, documenting actions and outcomes, while leveraging approved AI-enabled tools to support

Qualifications

• Bachelor's degree or completed at least 2 years of college with no back subjects.
• At least 1 year in customer service or similar role.
• Ability to quickly learn and apply enterprise AI tools and technologies.
• Excellent spoken and written English with strong communication and listening skills.
• Comfortable working with multiple systems and digital tools.

Responsibilities

• Review account history, billing, subscription details and status to decide next steps.
• Diagnose and resolve concerns using approved tools and cross-functional support.
• Connect information across records to differentiate requests and underlying issues.
• Explain account status, charges, options, and next steps clearly.
• Take end-to-end ownership and document actions and escalations as needed.
• Demonstrate empathy and professionalism during billing, renewal, and access discussions.
• Use critical thinking with multi-system information and avoid unsupported assumptions.
• Introduce approved products or services when relevant after stabilizing the issue.
• Communicate professionally across phone, chat, email, and other channels.
• Maintain accurate documentation of issues, research, actions, and commitments.
• Use AI-enabled tools responsibly and validate outputs for customer data safety.

Skills

Excellent spoken English

Active listening

Strong communication

Empathy

Problem solving

Analytical thinking

Decision making

Multi-system proficiency

Education

Bachelor's degree or 2 years of college

Tools

AI-enabled tools

Job description

RELX International is hiring an Account Care Agent to provide high-quality voice and digital support for customers with account, billing, and subscription concerns. You will investigate context, understand needs, and own the next best action through resolution or a handoff.

The role emphasizes empathy, clear explanations, and needs-based product recommendations. You will work across phone, chat, and email, documenting actions and outcomes, while leveraging approved AI-enabled tools to support