Customer Support Representative

RELX; Manila; On-site; PHP 335,000 - 670,000; Full time

Benefits offered by this job

Health benefits

Career development programs

Job summary

RELX in Manila, Philippines seeks an Account Care Agent to provide high-quality voice and digital support for account, billing, subscription, and service-related concerns. You will investigate customer needs, explain options clearly, and own the next best action through resolution or a handoff.

You’ll introduce relevant products through approved Boost and Engage practices to ensure accurate, beneficial outcomes.

Qualifications

• Bachelor’s degree holder or completed at least 2 years level in college
• At least 1 year of experience in customer service or related role
• Ability to quickly learn and apply enterprise AI tools and technologies
• 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 preferred
• Exposure to consultative selling, upselling, cross-selling, or needs-based recommendations preferred

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 and determine solutions
• Explain account status, charges, options, requirements, and next steps clearly
• Take end-to-end ownership of customer concerns, including documentation and handoffs
• Use sound judgment and critical thinking for complex information
• Introduce relevant products, services, or support options
• Use approved tools and AI-enabled resources to support service and efficiency
• Identify recurring issues and contribute to continuous improvement
• Meet quality, customer experience, productivity, compliance, and commercial expectations

Skills

Communication

Active listening

Problem solving

Analytical thinking

Decision making

Empathy

Customer focus

Systems knowledge

AI tools

Education

Bachelor’s degree or 2 years college

Tools

AI 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.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.

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.

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