Customer Support & Case Management Specialist - AI Tools

RELX International; Quezon City; On-site; PHP 335,000 - 670,000; Full time

Job summary

RELX International is seeking a Customer Support and Case Management professional to respond to inquiries via email, phone, and chat, handling product, billing, and technical support while maintaining high customer satisfaction. You will document interactions, track cases through resolution, and escalate complex issues when needed.

You should have a bachelor’s degree or at least two years of college, plus 2+ years in BPO or related experience, with strong communication and MS Office skills.

Qualifications

• Bachelor's degree in any field or at least 2 years completed in college with no back subjects/incomplete units.
• At least 2 years and above BPO/shared service or relevant experience.
• Experience with calls, chat and email support.
• Above average to excellent communication skills.
• Basic knowledge of computer applications and MS Office applications.
• Must be able to work quickly in a fast-paced environment; work well as a team member and independently.
• Willing to work on business unit holidays and/or render overtime when necessary.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
• Amenable to work in REPH Manila site.
• Must be in current role for 1 year.
• Must not have received any Disciplinary Action within the past 12 months.
• Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months.
• Must not have any Attendance and Punctuality issues in the past 12 months.

Responsibilities

• Respond to customer inquiries via email, telephone, and live chat.
• Provide prompt, accurate, and professional assistance to customers.
• Handle product, subscription, access, account, billing, and technical support inquiries.
• Investigate customer concerns and provide appropriate resolutions.
• Escalate complex issues to specialized support teams when required.
• Maintain a high level of customer satisfaction through effective communication and problem-solving.
• Create, update, and document customer interactions within ticketing systems.
• Track and manage support cases through resolution.
• Ensure all customer contacts are properly logged and categorized.
• Follow established workflows and processes for issue resolution.

Skills

Communication skills

Teamwork

Fast-paced environment

Learning AI tools

Problem-solving

Independent work

Microsoft Office

Education

Bachelor's degree in any field

2 years completed in college (no back subjects/incomplete units)

Tools

MS Office applications

Job description

RELX International is seeking a Customer Support and Case Management professional to respond to inquiries via email, phone, and chat, handling product, billing, and technical support while maintaining high customer satisfaction. You will document interactions, track cases through resolution, and escalate complex issues when needed.

You should have a bachelor’s degree or at least two years of college, plus 2+ years in BPO or related experience, with strong communication and MS Office skills.