Customer Service Representative

RELX INC; Iloilo; On-site; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX INC in Iloilo is seeking a Customer Support Representative to deliver exceptional service to new and existing customers via email, chat and phone. The role focuses on resolving billing inquiries, service requests, and complaints while identifying upselling opportunities to sustain income streams from customer relationships.

The successful candidate will have strong communication, problem-solving and collaboration skills, maintain records, and adapt to changing processes in a fast-paced

Qualifications

• Bachelor’s degree or 2nd year college completed (no back subjects/incomplete units)
• 1–2 years customer service in contact center or equivalent training
• Analytical and able to learn processes and product specifics
• Able to learn and apply enterprise AI tools to support workflows
• Excellent written and verbal communication

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat
• Handle customer complaints, provide solutions and follow up to ensure resolution
• Diagnose and troubleshoot customer issues effectively
• Escalate unresolved issues to internal teams when necessary
• Maintain detailed records of customer interactions via OSVC
• Stay updated on product knowledge and company policies
• Educate customers on new products and services
• Participate in training sessions to refresh knowledge
• Adhere to and ensure compliance with company policies and data privacy

Skills

Excellent communication

Customer service

Multi-tasking

Teamwork

Problem solving

Education

Bachelor’s Degree or 2nd year college completed

Tools

MS Excel

MS Word

Job description

Iloilo

Full time

Job Description

This role focuses on providing new and existing customers with exceptional service related to general inquiries, specifically access issues, via email, chat, and phone. The ideal candidate will excel in communication, problem-solving, and maintaining a customer-first mindset.

The Customer Support Representative will be responsible for providing prompt and accurate responses to customer inquiries related to billing, service requests, suggestions, and complaints. They will resolve customer inquiries and complaints fairly and effectively, ensuring customer satisfaction. Additionally, the representative will offer comprehensive information about products and services to customers, identifying and capitalizing on upselling opportunities to maintain and increase income streams from customer relationships.

This role also involves recommending and implementing programs that support customer needs and enhance the overall customer experience. The representative will work closely with other teams to ensure seamless integration and achievement of objectives, recommending changes to improve efficiency and effectiveness of customer support operations. Maintaining detailed records of customer interactions and preparing customer activity reports are also key responsibilities.

The ideal candidate will have specialized skills or be multi-skilled, developed through job-related training and considerable on-the-job experience. They will complete work with a limited degree of supervision, demonstrating a high level of autonomy and accountability. Proficiency in a range of processes, procedures, and systems required to carry out assigned tasks is essential, as is the ability to apply knowledge of team integration to achieve objectives. The representative will provide informal guidance and support to team members, fostering a collaborative and supportive work environment.

The role requires strong problem-solving abilities, with the representative providing solutions to atypical problems based on proven practice or procedures. They will impact on the quality, timeliness, and effectiveness of the team’s work, recommending changes to improve efficiency and customer satisfaction. Strong communication and interpersonal skills are essential, as is the ability to explain job-specific information clearly and concisely.

Functional Accountabilities

• Respond promptly to customer inquiries via phone, email and or chat
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Diagnose and troubleshoot customer issues effectively.
• Escalate unresolved issues to appropriate internal teams (e.g., CXC’s, CA’s, AM’s) when necessary.
• Maintain detailed records of customer interactions via OSVC
• Stay updated on product knowledge and company policies
• Educate customers on new products and services
• Participate in training sessions to enhance and refresh product knowledge
• Follow communication procedures, guidelines, and policies
• Contribute to team efforts by accomplishing related results as needed
• Identify and suggest possible improvements on procedures
• Adhere to and ensure compliance with company policies, procedures, and legal guidelines
• Protect customer information confidentiality and ensure data privacy.
• undefined

Job Specifications

Corporate Values - Advanced

• Passion for Winning
• Boundarylessness
• Customer Focus
• Innovation
• Valuing our People

Corporate Values - Advanced

1. Analytical Skills: Ability to approach a problem by using logical, systematic, sequential approach
2. Judgment & Acumen: Ability to perform with insight, acuteness & intelligence in the industry. Make decisions & act in situations in which there is not enough information to be certain of the outcome/implication of the decision
3. Flexibility & Adaptability: Ability to work effectively in a variety of situations, ability to objectively evaluate situations & understand variety of viewpoints
4. Planning & Organizing: Ability to anticipate the implications & consequences of situations & to take appropriate action to be prepared for possible contingencies

Technical Competencies - Advanced

1. Able to communicate promptly to customer inquiries via phone, email and or chat with excellent customer service skills.
2. Proficient MS Tools, specifically Excel, Word etc.

Qualifications

• Bachelor’s Degree (in any field) or at least 2nd year college completed (with no back subjects/incomplete units)
• At least 1-2 year customer service in contact center environment or equivalent training (2 years preferred)
• Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST
• Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently
• Excellent written and verbal communication
• Excellent customer service skills
• Excellent in multi-tasking
• Willing to work on business unit holidays and/or render overtime when necessary

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

USA Job Seekers:

EEO Know Your Rights.

RELX is a global provider of information-based analytics and decision tools for professional and business customers, enabling them to make better decisions, get better results and be more productive.

Our purpose is to benefit society by developing products that help researchers advance scientific knowledge; doctors and nurses improve the lives of patients; lawyers promote the rule of law and achieve justice and fair results for their clients; businesses and governments prevent fraud; consumers access financial services and get fair prices on insurance; and customers learn about markets and complete transactions.

Our purpose guides our actions beyond the products that we develop. It defines us as a company. Every day across RELX our employees are inspired to undertake initiatives that make unique contributions to society and the communities in which we operate.