Customer Service Analyst English-French speaker

Job Description

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 Oracle's 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).

Career Level - IC3

Responsibilities

We are delivering first class support to our hospitality customers all over the world, providing technical assistance and solutions in Hotel and Food & Beverage. Our primary task is to provide level one support to customers who contact the Oracle Hospitality Support and maintain high level of customer satisfaction while meeting guidelines (mostly through electronic means).

Requirements:

• Previous experience of working in hospitality
• Fluent in French & English, written and oral
• A willingness to learn is essential as extensive on-the-job training is provided
• A willingness to use also self learning tools and online documentation for self learning
• Strong Computer skills and/or a strong interest in IT are essential
• Previous experience of Opera would be advantageous
• Ability to work under pressure and multitask
• Strong analytical skills

Skills - Essential

• Ability to turn work around quickly whilst still maintaining high level of accuracy
• Customer focused - has the ability to empathize with customers and is able to deliver great customer service to required standards in a professional and polite manner
• Good listener and remains calm when dealing with incidents
• Strong verbal communication skills, able to tailor communication so that it is clear and easy to understand
• Enthusiastic - genuinely wanting to deliver a first class service
• Strong attention to detail and accuracy in all work.
• Articulate and methodical in approach
• Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams
• Ability to develop specific customer knowledge over time

Experience - Desirable

• Experience of working within a similar support role
• Experience of using a call logging application
• Hotel Reception Experience is an advantage
• An understanding of the Hotel business
• A basic understanding of Networks
• Quick learner able to become productive quickly

Characteristics & Competencies in line with the Company Essential Values

• Go beyond the boundaries of your job description in order to get a good result
• Question and challenge the adequacy and quality of traditional thinking and the status quo; be receptive to new ideas and methods of working
• Use superior skills and knowledge to produce excellent work that we are all proud of
• Be open, honest, and professional with colleagues, clients and 3rd parties
• Identify and act on opportunities for collaboration with other teams to achieve company goals and enhance client service

Responsibilities - the successful candidate will be required to:

• Provide PMS Support and related products to our customer base
• Log and manage support requests received from external customers, within the specified time
• Analyze, troubleshoot and resolve customer issues - working towards
• resolution at first level within a timely manner or reassign to the appropriate resource if this is not possible
• Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level Support Teams and 3rd Party Service Partners - this includes Testing
• Take ownership of calls and monitor through to resolution - this includes calls passed to other teams or external support partners
• Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress and relieve any stress or concern caused by support issues
• Carry out any other duties as reasonably requested by your line manager

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About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

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Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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