Customer Support Representative

LexisNexis Risk Solutions; Iloilo City; Hybrid; PHP 391,000 - 614,000; Full time

Job summary

LexisNexis Risk Solutions in the Philippines is seeking an Account Care Agent to provide high-quality voice and digital support for customers with account, billing, payment, and service-related concerns. You will investigate the full account context and own the next best action through resolution or smart handoffs.

You will address renewal, access, and product recommendations using approved Boost and Engage practices, while upholding accuracy, transparency, and customer-first principles.

Qualifications

• Bachelor's degree or completed at least 2 years of college (no back subjects/incomplete units).
• At least 1 year of experience in customer service, account support, billing, retention, or similar role.
• Ability to quickly learn and apply enterprise AI tools and technologies.

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.

Skills

Customer service

Communication skills

Active listening

Problem solving

English proficiency

Education

Bachelor's degree holder

Completed 2 years of college

Tools

AI tools

Enterprise systems

Job description

Job Overview

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.

Benefits

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

Equal Opportunity

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.

Company Profile

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.