Customer Success Associate

RELX International; Quezon City; On-site; PHP 391,000 - 614,000; Full time

Job summary

RELX International in Quezon City is hiring a customer support professional to handle Tier 3 faculty inquiries, manage email queues, and coordinate responses with stakeholders.

The role emphasizes strong communication, CRM proficiency, and collaboration with Customer Success and sales teams to reduce churn and spot upsell opportunities. A Bachelor's degree or at least 2 years of college is required, with experience in Office tools and AI-enabled workflows.

Qualifications

• Bachelor's degree or 2 years of college; no back subjects/incomplete units.
• Excellent communication (written and verbal) and strong presentation skills.
• Knowledgeable in Microsoft Word, Excel and PowerPoint.
• Familiarity with different CRM tools and ability to learn enterprise AI tools.

Responsibilities

• Provide Tier 3 support by responding to faculty emails in a queue-based system.
• Answer inbound inquiries and resolve customer concerns.
• Assist Customer Success Managers with initiatives and tasks.
• Monitor product usage to identify intervention opportunities.
• Identify churn risks and upsell opportunities for sales team.
• Document faculty interactions and market feedback.

Skills

Excellent communicator

Strong presentation skills

Rapid learner

Problem-solving

Team collaboration

Education

Bachelor's degree holder or completed at least 2 years level in College

Tools

Microsoft Word

Excel

PowerPoint

CRM tools

Enterprise AI tools

Job description

• Support Tier 3 level faculty by responding to faculty email and requests in a queue-based system
• Respond effectively to inbound customer inquiries and concerns
• Support Customer Success Mangers by assisting with initiatives, completing tasks, and updating internal product/process documentation
• Monitor product usage to identify intervention opportunities
• Identify churn risks and upsell opportunities for sales team
• Serve as a product expert by staying up to date on product offerings
• Document faculty interactions and market feedback
• Assists internal teams with making edits to customer facing product training materials and resources
• Assists stakeholders by entering data, creating spreadsheets, and updating presentations/reports
• Look at requests from faculty, answering emails and resolving tasks
• Other adhoc tasks assigned

Accountabilities

• Support Tier 3 level faculty by responding to faculty email and requests in a queue-based system
• Respond effectively to inbound customer inquiries and concerns
• Coordinate scheduling virtual meetings for Customer Success Managers
• Support Customer Success Mangers by assisting with initiatives, completing tasks, and updating internal product/process documentation
• Enact established customer journeys
• Monitor product usage to identify intervention opportunities
• Identify churn risks and upsell opportunities for sales team
• Serve as a product expert by staying up to date on product offerings
• Document faculty interactions and market feedback
• Facilitate answering internal product questions
• Assists internal teams with making edits to customer facing product training materials and resources
• Assists stakeholders by entering data, creating spreadsheets, and updating presentations/reports
• Look at requests from faculty, answering emails and resolving tasks
• Other adhoc tasks assigned

Corporate Values

• Passion For Winning
• Boundarylessness
• Customer Focus
• Innovation
• Valuing People

Qualifications

• Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)
• Must have at least 2 years relevant experience
• Excellent communicator (both written and verbal), and strong presentation skills
• Knowledgeable in Microsoft Word, Excel and PowerPoint
• Familiarity in different CRM tools
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.

Additional For Internal Applicants

• Minimum of 24 months in his/her current role; High Potential candidate for a leadership/support role.
• Endorsement from Supervisor and BU stakeholder
• Completion of Yellow belt Six Sigma online course
• Lead a successful CIM project (JDI. RIE), RPA/Automation project signed off by manager.
• Completion of required Skillsoft/facilitator-led training pre-determined by HR, Division Management team or BU.
• Monthly KPO consistently hitting or exceeding the target.
• No Attendance Issue.
• PDP score should either be 1 or 2 from previous year.

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