Customer Support Representative

RELX; Quezon City; On-site; PHP 335,000 - 558,000; Full time

Benefits offered by this job

Country-specific benefits

Job summary

RELX is seeking an Account Care Agent in the Philippines to provide high-quality voice and digital support for customers across account, billing, subscription, and service-related concerns. You will investigate context, identify needs, and own next steps with clear handoffs when required.

Responsibilities include handling all related issues across channels, reviewing histories, explaining charges, and ensuring accurate resolutions.

Qualifications

• Bachelor's degree holder 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, subscriptions or similar roles
• Ability to quickly learn and apply enterprise AI tools and technologies to support workflows
• Excellent spoken and written English with strong communication and listening skills
• Strong problem-solving, analytical and decision-making skills

Responsibilities

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

Skills

Customer service

Account support

English proficiency

Active listening

Problem solving

Communication

Cross-sell/upsell

Analytical thinking

Decision making

Education

Bachelor's degree

Tools

AI tools

Job description

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.