Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints. Resolves customer inquiries and complaints fairly and effectively. Provides product and service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships. Recommends and implements programs to support customer needs. Responsibilities are within the Customer Support/Operations Function as a generalist or in a combination of disciplines. Able to follow set instructions and processes to complete work. Identifies the problem and all relevant issues in straightforward situations, assesses each using standard procedures and makes sound decisions. Has prior relevant training or related work experience. Has working knowledge and skills.
Key accountabilities:
Customer Assistance: Act as the first point of contact for customers during the subscription renewal period, responding promptly to inquiries via email, phone, and chat
Issue Resolution: Handle and resolve any issues related to billing, account access, and subscription management, ensuring customer satisfaction
Sales order processing: Handle basic sales order processing where required if the renewal needs updating or updated paperwork such as new order forms or re-issuing opportunities
Information Clarification: Provide clear and concise explanations regarding subscription terms, pricing, and product or service changes. This includes educating customers on the benefits of renewing their subscription, any new features or updates, and other relevant information
Feedback Collection: Gather customer feedback and suggestions to improve the subscription renewal process and customer experience
Escalation Management: Identify and escalate complex issues to the appropriate departments (e.g., billing, technical support, or training teams) when necessary
Documentation: Maintain accurate and up-to-date records of customer interactions, ensuring all queries are tracked and resolved efficiently
Qualifications:
Bachelor's degree holder or completed at least 2 years level in College (no back subjects/incomplete units)
3 years BPO experience
Strong communication skills (verbal and written), with the ability to explain complex information in a clear and customer-friendly manner
Previous experience in customer service, technical support, or subscription management is preferred
Excellent problem-solving skills with a proactive approach to resolving customer issues.
Ability to handle multiple inquiries and prioritize tasks effectively
Ability to handle standard sales processes with confidence and attention to detail
Familiarity with CRM systems or customer support platforms (e.g. Salesforce)
A customer-first mindset, with a high level of empathy and patience
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives.
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Skills Required
- Bachelor's degree or completed at least 2 years level in College (no back subjects/incomplete units)
- 3 years BPO experience
- Strong communication skills (verbal and written)
- Previous experience in customer service, technical support, or subscription management
- Excellent problem-solving skills with a proactive approach
- Ability to handle multiple inquiries and prioritize tasks effectively
- Ability to handle standard sales processes with confidence and attention to detail
- Familiarity with CRM systems or customer support platforms (e.g., Salesforce)
- Ability to quickly learn and apply enterprise AI tools and technologies
- Customer-first mindset, with empathy and patience
RELX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RELX and has not been reviewed or approved by RELX.
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Retirement Support — Retirement support is positioned as a meaningful part of total rewards through a 401(k) plan with matching contributions, alongside other financial protections such as life and disability coverage. Tuition reimbursement and share purchase access further broaden the financial value of the package beyond base salary.
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Leave & Time Off Breadth — Leave and time off breadth appears strong, with generous vacation allowances, mental health days, and options like sabbaticals and tiered PTO by tenure. Parental and caregiving leaves are described in detail, reinforcing time-away benefits as a standout component of the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are supported by offerings such as mental health support (e.g., app access), EAP resources, gym-related perks, and wellness incentives. Flexible working hours and related work-life supports add to the perceived day-to-day value of benefits.
RELX Insights
What We Do
RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions.
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