Expert Witness Research Analyst

RELX International; Manila; On-site; PHP 420,000 - 720,000; Full time

Job summary

RELX International in Manila is seeking a capable Customer Support Research Specialist to handle research requests, verify details, and assist customers by phone and email. You will adapt to changing priorities, maintain quality, and deliver timely results while upholding strict data integrity.

We value collaboration, strong communication, quick learning of AI tools, and accountability. This is a non-supervisory role with country-specific benefits and equal opportunity employment.

Qualifications

• Bachelor's degree or at least 2 years of college completed.
• Minimum 2 years in a BPO environment; technical, sales, finance or legal background is a plus.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and ability to build trust at all levels.
• Strong analytical, quantitative and deductive reasoning abilities.
• Ability to work with leadership teams and flexible schedules.
• Highly collaborative, driven, curious, and accountable.
• Customer-centric mindset with focus on experience and outcomes.
• Adaptable and able to learn enterprise AI tools quickly.

Responsibilities

• Demonstrate agility by adapting to changing customer needs while maintaining quality.
• Locate and verify professionals' details using approved sources.
• Retrieve US court docket information via LexisNexis and US government sites.
• Assist customers by telephone and written communication with inquiries.
• Manage requests from intake to completion with accurate documentation.
• Provide clear, proactive communication and set expectations.
• Meet productivity, turnaround time, quality and customer experience targets.
• Collaborate with teams to resolve complex requests and improve processes.
• Take end-to-end ownership and proactively address delays.
• Recommend products or features to benefit customers and escalate issues as needed.
• Use approved AI-enabled tools responsibly with data protection.
• Identify recurring pain points and contribute improvement ideas.

Skills

Verbal communication

Written communication

Interpersonal skills

Analytical thinking

Deductive reasoning

Team collaboration

Adaptability

Curiosity/learning

Accountability

Attention to detail

Customer-centric

Education

Bachelor's degree

Completed at least 2 years of college

Tools

AI tools

Job description

Responsibilities

• Demonstrate agility by adapting to changing customer needs, priorities, workflows, systems, and business requirements while maintaining quality and timely service.
• Locate and verify individuals' professional and biographical details using approved research sources.
• Locate, review, and retrieve U.S. court docket information through LexisNexis products and U.S.-based government websites.
• Assist customers by telephone and written communication with service, support, and research-related inquiries.
• Manage research and service requests from intake through completion, ensuring accurate, relevant, and timely results based on customer requirements.
• Conduct in-depth research using available LexisNexis products, tools, and resources, applying sound judgment to identify the most effective research approach.
• Locate, retrieve, and process requested legal and business documents while supporting document sales and related customer requirements.
• Accurately capture customer requirements, create and maintain requests, and ensure complete documentation throughout the request lifecycle.
• Provide clear, professional, and proactive communication, including setting expectations, providing updates, and ensuring requests are addressed through resolution.
• Maintain high standards of accuracy, attention to detail, and compliance with established procedures and quality requirements.
• Meet established productivity, turnaround time, quality, and customer experience targets while effectively prioritizing multiple requests.
• Identify requests requiring additional expertise and collaborate with appropriate teams or stakeholders to facilitate resolution.
• Follow established workflows and contribute to process improvements, documentation, and knowledge sharing that improve team efficiency and service delivery.
• Take end-to-end ownership of assigned requests, proactively address potential delays or issues, and ensure appropriate follow-through.
• Recommend products or features that may benefit the customer.
• Escalate system issues after thorough troubleshooting.
• Use approved AI-enabled tools responsibly to support research, knowledge retrieval, drafting, summarization, or workflow efficiency while validating outputs, protecting customer information, and remaining accountable for the final response or action.
• Observe recurring customer and process pain points, gather relevant examples, raise them constructively to leadership, and contribute practical improvement ideas.
• Meet quality, customer experience, productivity, compliance, and commercial activity expectations while contributing to team learning and continuous improvement.
• Has no supervisory responsibilities.

Qualifications

• Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)
• Minimum of 2 years BPO experience (Technical, Sales, Finance, or Legal background is a plus)
• Excellent verbal and written communication skills
• Strong interpersonal skills and can easily build and sustain trust-based relationships with all levels of the organization
• Strong analytical, quantitative and deductive reasoning skills
• Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends
• Ability to work with leadership teams
• Flexible with schedule
• Highly Collaborative
• Passionate - Driven and committed to exceed goals, with energy that inspires others
• Curious - Have a passion for continuous learning and improvement
• Accountable - Get things done, takes ownership and committed to make things happen
• Team player - Think and act for the greater good and accept collective responsibility
• Courageous - Does the right thing, in the right way for the right reasons
• Customer-centric - Understands the value for customers and have customer experience at the heart of what he/she does
• Focused - ability to keep going in the face of adversity
• Adaptable and can quickly change course when required
• Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
• Must be in current role for 1 year
• Must not have received any Disciplinary Action within the past 12 months
• Must not have any Attendance and Punctuality issues in the past 12 months

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.

We are an equal opportunity employer: qualified applicants are cons