• Customer Service Analyst - Polish Speaker Jobs in Romania - 25085071

  • ORACLE
  • Romania

Job Description:

Customer Service Analyst - Polish Speaker - 19001C4K

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 Bucharest, 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

ACCOUNTABILITIES

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 Polish as well in English

Previous work experience

Proven experience in support business is not necessary but would be considered an advantage

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 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-Romania

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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