Customer Experience & Support Specialist

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

Job summary

RELX in Iloilo City, Philippines is seeking a Customer Support Representative to help customers with general inquiries, especially access issues, via email, chat, and phone. The role emphasizes clear communication, problem-solving, and maintaining a customer-first mindset.

You will handle billing inquiries, service requests, and upsell opportunities while promoting products and maintaining data privacy. A collaborative, process-driven environment with ongoing training is offered.

Qualifications

• Bachelor’s degree or 2nd-year college completed (no back subjects).
• 1–2 years in customer service in a contact center or similar training.
• Analytical mindset with ability to learn processes quickly.
• Ability to learn and apply enterprise AI tools for workflows.
• Self-motivated with the ability to follow SOPs and work well in a team.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat.
• Handle complaints, provide solutions, and follow up for resolution.
• Diagnose and troubleshoot customer issues effectively.
• Escalate unresolved issues to internal teams when needed.
• Maintain detailed records of interactions via OSVC.
• Stay updated on product knowledge and company policies.
• Educate customers on new products and services.
• Participate in training to enhance product knowledge.
• Follow procedures and ensure compliance with policies.
• Suggest improvements to procedures and protect data privacy.

Skills

Customer service

Communication skills

Analytical

Teamwork

Multi-tasking

AI tools

Education

Bachelor’s degree or 2nd year college

Tools

MS Excel

MS Word

Job description

RELX in Iloilo City, Philippines is seeking a Customer Support Representative to help customers with general inquiries, especially access issues, via email, chat, and phone. The role emphasizes clear communication, problem-solving, and maintaining a customer-first mindset.

You will handle billing inquiries, service requests, and upsell opportunities while promoting products and maintaining data privacy. A collaborative, process-driven environment with ongoing training is offered.