Customer Support Representative

RELX; Iloilo City; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX in the Philippines seeks an Account Care Agent to provide high-quality voice and digital support for billing, subscriptions, and service-related concerns. You will own end-to-end resolution, document actions, and handoffs when needed.

You will introduce suitable products or services through Boost/Engage practices, using approved tools and AI-enabled resources to support customer outcomes. Strong English, empathy, and problem-solving are essential for success.

Qualifications

• Bachelor's degree or 2 years of college completed with no back subjects.
• At least 1 year of customer service, account support, or similar role.
• Ability to learn and apply enterprise AI tools for workflows.
• Excellent English communication, both spoken and written.
• Strong problem-solving, analytical, and decision-making skills.
• Customer-focused, empathetic, accurate, and solution-oriented.
• Comfortable using multiple systems and digital tools.
• Experience with voice and written customer interactions preferred.
• Experience with consultative selling or needs-based recommendations is preferred.

Responsibilities

• Handle account, billing, payment, subscription, cancellation, renewal, access, and service concerns across voice and digital channels.
• Review account history to identify issues and determine solutions, preventing repeat contacts.
• Explain account status, charges, options, requirements, and next steps clearly.
• Take end-to-end ownership of customer concerns, including documentation, follow-up, and escalation.
• Use sound judgment and critical thinking with complex or incomplete information.
• Introduce relevant products or services through approved Boost and Engage practices.
• Use approved tools and AI-enabled resources responsibly to support service delivery.
• Identify recurring issues and contribute to continuous improvement.
• Meet quality, CX, productivity, compliance, and commercial expectations.

Skills

English communication

Problem-solving

Customer-focused

Multi-system proficiency

Voice interactions

Written communication

AI tools familiarity

Education

Bachelor's degree

2 years college (no back subjects)

Tools

CRM systems

AI-enabled tools

Job description

The Account Care Agent provides high-quality voice and digital support for customers with account, billing, payment, subscription, cancellation or renewal, access, and service-related concerns. The agent investigates the full account context, identifies the underlying customer need, uses sound judgment when information is incomplete, explains findings clearly, and owns the next best action through resolution or a well-managed handoff.

After the customer’s primary concern is understood and appropriately addressed, the agent listens for relevant needs and introduces suitable products, services, or support options through approved Boost and Engage practices. Recommendations must be needs-based, accurate, transparent, and beneficial to the customer.

Responsibilities

• Handle account, billing, payment, subscription, cancellation, renewal, access, and service-related concerns across voice and digital channels.
• Review account history and relevant records to identify issues, determine appropriate solutions, and prevent repeat contacts.
• Explain account status, charges, options, requirements, and next steps clearly and accurately.
• Take end-to-end ownership of customer concerns, including documentation, follow-up, escalation, and handoffs when required.
• Use sound judgment and critical thinking when handling complex or incomplete information.
• Introduce relevant products, services, or support options through approved Boost and Engage practices.
• Use approved tools, systems, knowledge resources, and AI-enabled tools responsibly to support customer service and workflow efficiency.
• Identify recurring customer or process issues and contribute to continuous improvement.
• Meet quality, customer experience, productivity, compliance, and commercial expectations.

Qualifications

• Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)
• At least 1 year of experience in customer service, account support, billing, retention, collections, subscription support, inside sales, or a similar customer-facing role.
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Excellent spoken and written English with strong communication and active listening skills.
• Strong problem-solving, analytical, and decision-making skills.
• Customer-focused, empathetic, accurate, and solution-oriented.
• Comfortable working with multiple systems, customer records, and digital tools.
• Experience with voice and written customer interactions is preferred.
• Exposure to consultative selling, upselling, cross-selling, or needs-based recommendations is preferred.
• Experience with CSAT or similar customer-experience metrics is preferred.

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