Sr Client Support Representative

OpenText; Philippines; On-site; PHP 201,000 - 290,000; Full time

Job summary

OpenText in the Philippines is seeking a customer service representative to educate, resolve client concerns, and contribute feedback to service improvements.

The CSR will handle tickets via multiple channels, verify product licensing, and collaborate with Renewals and Licensing to ensure clients have up-to-date access. Flexibility to work rotating shifts, including weekends and holidays, is required.

Qualifications

• Experience in a global support environment (BPO/IT/Call Center).
• College or university graduate.
• Willingness to work rotating shifts, including weekends and holidays.
• 2–3 years in a client service environment.
• Strong verbal and written communication skills.

Responsibilities

• Handle client inquiries and tickets via multiple channels (ticketing system, email, phone, chat).
• Educate clients and resolve concerns to ensure satisfaction.
• Verify client access and permissions; monitor service portals.
• Collaborate with Renewals and Licensing to ensure up-to-date product licensing.

Skills

Customer service

Communication skills

BPO experience

Call center

Education

College/University degree

Job description

Job Description

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

Your Impact

OpenText is more than just a location. It's an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes “People First” and supports you to further develop and grow your career.

CSR is part of a world-class service-oriented team that takes incoming calls, chats, emails, and tickets from clients. The CSR team is looking for quick-thinking, client-focused representatives who can educate, solve current client concerns, and help prevent future concerns by providing feedback and influencing improvements to internal processes.

The ideal candidate should have a growth mindset, be a strong client advocate, and ensure client satisfaction is delivered with every client interaction.

What The Role Offers

• Handle tickets concerning client access and permissions to MySupport.
• Efficiently answer and follow up on all client inquiries that come in via the ticketing system, email, phone, and chat systems.
• Verify product lines and monitor client service portals to triage tickets accordingly.
• Collaborate with the Renewals and Licensing team to ensure clients have the most up-to-date product licensing.

What You Need To Succeed

• Must have experience working in a global support environment, BPO, Global IT Company, Call Center, or Shared Services environment.
• College/University graduate.
• Must be willing to work rotating shifts, including weekends and holidays.
• 2 to 3 years of experience in a client service environment.
• Friendly, outgoing, and personable, with strong verbal and written communication skills.