• Customer Service Analyst - German Jobs in Romania - 25085006

  • ORACLE
  • Romania

Job Description:

Customer Service Analyst - German - 19001FIE

Preferred Qualifications

Oracle Global Customer Support provides functional assistance to Oracles customers globally in English and in local language The Customer Support HUB Analyst is responsible for duties such as translation, responding to Service Requests, responding to incoming phone calls, monitoring specific queues and capturing exceptions to the process

We are recruiting for our Global Customer HUB team in Iasi, part of the Global Customer Support Organization In this position you will serve local and international customers while performing support duties As a member of the Support Organization, you will resolve post-sales customer inquiries via phone and electronic means, ensuring that all Oracle methodologies are applied Your role is to provide first level customer support, including but not limited to portal navigation, profile administration, contract entitlement and licensing, Service Request (SR) handling, product downloads

RESPONSIBILITIES

Ensures that HUB tasks are handled during active shift
Provides verbal or written translations when customer requires local language support
Resolves assigned Service Requests related to our web portals
Uses Service Request quality guidelines when placing entries in SRs
Monitors queues to respond to incorrectly routed or unassigned customer requests
Monitors translation queues to make sure translations are performed in a timely manner
Responds quickly to customer requests for escalations by contacting the corresponding manager
Reports to EMEA Customer HUB Manager

RESPONSIBILITIES

Takes ownership and coordinates resolution of customers service requests
Maintains knowledge of current Oracle business flows
Operates in line with Customer Service HUB business processes and procedures
Provides the best possible translation for both customer and internal Support engineer using collaboration methods as necessary
Manages queue and SRs to provide the highest level of customer service within standard support guidelines

QUALIFICATIONS

Excellent communication skills
Ability to manage multiple tasks
Can address issues among multiple parties within the organization
Personal drive
Customer Focus
Team-working
Excellent verbal and written skills in German as well in English
Previous work experience
Proven experience in support business is not necessary but would be considered an advantage

As part of Oracles employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable)

Detailed Description and Job Requirements

As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management You will also provide guidance and resolution on a wide range of technical and non-technical customer issues Resolution is primarily provided in real time with follow up for more complex matters

Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures Ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment Bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success

As part of Oracles employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable)

As part of Oracles employment process candidates will be required to successfully complete a pre-employment screening process This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable)

Job Support

Location RO-RO,Romania-Iasi

Job Type Regular Employee Hire

Organization Oracle

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 12th May 2020

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