Customer Support Pro | Process Improvement & AI Tools

Relx Plc; Manila; Hybrid; PHP 268,000 - 469,000; Full time

Job summary

Relx Plc in Manila is seeking a Customer Support Representative to maintain excellent customer experience across phone, chat and email channels. You will handle orders, agreements and requests within agreed turn-around times and quality standards.

You will develop deep process knowledge, perform RCA for escalations with CAPAs, and participate in UATs and quality audits as needed. The role requires teamwork, flexibility and a proactive approach to changing business priorities.

Responsibilities

• Maintain customer experience at all times.
• Respond to queries via phone, chat and email using Best Practice guidelines.
• Process orders/agreements/emails within the agreed Turn-Around Time (TAT).
• Adhere to SOPs/training modules and develop in-depth process knowledge.
• Perform RCA (Root Cause Analysis) for escalations with CAPAs.
• Support UATs and quality audits as required.
• Collaborate with team to meet departmental objectives and share knowledge.
• Demonstrate flexibility to changing business priorities and learn enterprise AI tools.

Job description

Relx Plc in Manila is seeking a Customer Support Representative to maintain excellent customer experience across phone, chat and email channels. You will handle orders, agreements and requests within agreed turn-around times and quality standards.

You will develop deep process knowledge, perform RCA for escalations with CAPAs, and participate in UATs and quality audits as needed. The role requires teamwork, flexibility and a proactive approach to changing business priorities.