EgypteOracle
Date de publication 10.07.2023
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Support Renewal Advisor - Retention & Billing Arbitration - French Speaker
Oracle provides the world's most complete, open, and integrated business software and hardware systems.
The Oracle Digital Renewal Center (DRC) is one of the largest support groups in the Oracle Romania Organization and manages Oracle Support Service Contract Renewals for all of Europe.
RESPONSIBILITIES:
The Support Renewal Advisor will be responsible for ensuring the timely renewal of Oracle Support Service Contracts for existing small, medium-sized and large customers and handling any resulting queries that the customers may have about their contracts.
• Sell Support Service Contract Renewals for existing Oracle customers and partner
• Identify and close potential upselling opportunitie
• Correctly identify customer requirements and needs
• Advise about support service offerings and their benefits
• Educate customers on e-business practices and contractual terms & condition
• Respond to customer requests, queries, and complaint
• Ensure contracts are correct and related offers sent in a timely manner
• Drives automation through the Oracle store and support renewal portal
• Interact with multiple departments in Oracle as required
Billing Arbitration & Retention:
Responsible for all credit and collections issues and requests for DRC customers' account
Work proactively on DRC customers' accounts to resolve any credit and collection issues to ensure smooth activation of the support service once a PO is received from customers.
Work closely with Collections and Credit teams and assistance to resolve Customer invoice disputes, (CMRB) Credit Memo Rebills and Credit Hold issues.
Works on risky account to avoid or minimize cancellations risks.
Educate customers of the value of the support service
Have a 360 view of the customer support activity and pipeline to have a better understanding of the account and identity any risks.
Work closely with other Lines of Business on shared accounts
Review previous cancellations to identify and win back opportunities.
EXPERIENCE:
The successful candidate will have at least 2-3 years of experience in sales/telesales and/or customer services. A sound understanding of the region, customer behavior and a keen interest in developing this knowledge are a plus. The position will require working flexibly and openly with a wide range of team members.
QUALIFICATIONS:
• Proficient English skill
• Very good communication skills, both written and verbal
• Proven experience in sales and/or support services, preferably in IT&C
• Proven influencing and negotiation skill
• Works independently and is self-motivated, focused, and driven to achieve goals
• Projects a positive, and professional image
• Strong problem solving and objection handling abilitie
• Ability to deliver timely and accurate results, attention to detail
• Ability to effectively manage multiple tasks and prioritie
• Ability to adapt and acquire new skills quickly in a challenging and fast changing environment
• Strong team player
• Advanced computer skills (MS Office, etc.)
• Bachelor degree
WHY WORK @ ORACLE DRC?
In our center, we offer a great and flexible work environment, where you can build your career in one of the leading global IT companies. We are looking for motivated candidates, and have programs in place for developing their careers.
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).
Detailed Description and Job Requirements
Drive the renewal of Oracle's contracts to existing customers.
Responsible for timely renewals for small to medium-sized customers in assigned territory. Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracle's portfolio. Meet productivity expectations on outbound calls for renewals. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales representatives for top-tier opportunities. Accurately forecast business targets and opportunities in territory.
2-5 years experience in sales or related area. Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures.
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).
The Oracle Digital Renewal Center (DRC) is one of the largest support groups in the Oracle Romania Organization and manages Oracle Support Service Contract Renewals for all of Europe.
RESPONSIBILITIES:
The Support Renewal Advisor will be responsible for ensuring the timely renewal of Oracle Support Service Contracts for existing small, medium-sized and large customers and handling any resulting queries that the customers may have about their contracts.
• Sell Support Service Contract Renewals for existing Oracle customers and partner
• Identify and close potential upselling opportunitie
• Correctly identify customer requirements and needs
• Advise about support service offerings and their benefits
• Educate customers on e-business practices and contractual terms & condition
• Respond to customer requests, queries, and complaint
• Ensure contracts are correct and related offers sent in a timely manner
• Drives automation through the Oracle store and support renewal portal
• Interact with multiple departments in Oracle as required
Billing Arbitration & Retention:
- Billing Arbitration (BAT):
Responsible for all credit and collections issues and requests for DRC customers' account
Work proactively on DRC customers' accounts to resolve any credit and collection issues to ensure smooth activation of the support service once a PO is received from customers.
Work closely with Collections and Credit teams and assistance to resolve Customer invoice disputes, (CMRB) Credit Memo Rebills and Credit Hold issues.
- Retention (RTT):
Works on risky account to avoid or minimize cancellations risks.
Educate customers of the value of the support service
Have a 360 view of the customer support activity and pipeline to have a better understanding of the account and identity any risks.
Work closely with other Lines of Business on shared accounts
Review previous cancellations to identify and win back opportunities.
EXPERIENCE:
The successful candidate will have at least 2-3 years of experience in sales/telesales and/or customer services. A sound understanding of the region, customer behavior and a keen interest in developing this knowledge are a plus. The position will require working flexibly and openly with a wide range of team members.
QUALIFICATIONS:
• Proficient English skill
• Very good communication skills, both written and verbal
• Proven experience in sales and/or support services, preferably in IT&C
• Proven influencing and negotiation skill
• Works independently and is self-motivated, focused, and driven to achieve goals
• Projects a positive, and professional image
• Strong problem solving and objection handling abilitie
• Ability to deliver timely and accurate results, attention to detail
• Ability to effectively manage multiple tasks and prioritie
• Ability to adapt and acquire new skills quickly in a challenging and fast changing environment
• Strong team player
• Advanced computer skills (MS Office, etc.)
• Bachelor degree
WHY WORK @ ORACLE DRC?
In our center, we offer a great and flexible work environment, where you can build your career in one of the leading global IT companies. We are looking for motivated candidates, and have programs in place for developing their careers.
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).
Detailed Description and Job Requirements
Drive the renewal of Oracle's contracts to existing customers.
Responsible for timely renewals for small to medium-sized customers in assigned territory. Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracle's portfolio. Meet productivity expectations on outbound calls for renewals. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales representatives for top-tier opportunities. Accurately forecast business targets and opportunities in territory.
2-5 years experience in sales or related area. Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures.
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).
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