Omnichannel Customer Experience Specialist

RELX; Iloilo City; On-site; PHP 240,000 - 360,000; Full time

Job summary

RELX in Iloilo City is seeking a Customer Support Representative to assist customers with billing inquiries and general questions via phone, email, and chat. You will resolve issues, educate customers on products, and pursue upsell opportunities to strengthen relationships.

The role emphasizes communication, problem solving, teamwork, and the ability to work independently within established procedures. You will log interactions, support process improvements, and stay up-to-date with product

Qualifications

• Bachelor’s degree or 2nd year college completed.
• 1–2 years of customer service in a contact center or equivalent training.
• Analytical and able to learn processes and product specifics rapidly.
• Ability to learn and apply enterprise AI tools and technologies.
• Self-motivated with a positive attitude and able to follow SOPs.
• Able to work quickly in a fast-paced environment, in a team or independently.
• Excellent written and verbal communication.
• Excellent customer service and multitasking abilities.
• Willing to work on holidays and/or overtime when necessary.

Responsibilities

• Respond promptly to customer inquiries via phone, email and chat.
• Handle customer complaints, provide solutions and follow up to ensure resolution.
• Diagnose and troubleshoot customer issues effectively.
• Escalate unresolved issues to appropriate internal teams when needed.
• Maintain detailed records of customer interactions via OSVC.
• Stay updated on product knowledge and company policies.

Skills

Communication skills

Customer service

Analytical skills

Multitasking

Teamwork

Learning agility

Attention to detail

Education

Bachelor’s degree or 2nd year college

Tools

MS Tools (Excel, Word)

Job description

RELX in Iloilo City is seeking a Customer Support Representative to assist customers with billing inquiries and general questions via phone, email, and chat. You will resolve issues, educate customers on products, and pursue upsell opportunities to strengthen relationships.

The role emphasizes communication, problem solving, teamwork, and the ability to work independently within established procedures. You will log interactions, support process improvements, and stay up-to-date with product