Customer Service Analyst - Turkish Speaker
Oracle
Romania
6 zile în urmă

Preferred Qualifications

Oracle Global Customer Support provides functionalassistance to Oracle's customers globally in English and in local language. TheCustomer Support HUB Analyst is responsible for duties such as translation,responding to Service Requests, responding to incoming phone calls, monitoringspecific queues and capturing exceptions to the process.

We are recruiting for our Global Customer HUB team inBucharest, part of the Global Customer Support Organization. In this positionyou will serve local and international customers while performing supportduties. As a member of the Support Organization, you will resolve post-salescustomer inquiries via phone and electronic means, ensuring that all Oraclemethodologies are applied. Your role is to provide first level customersupport, including but not limited to: portal navigation, profileadministration, contract entitlement and licensing, Service Request (SR)handling, product downloads.

RESPONSIBILITIES:

• Ensures thatHUB tasks are handled during active shift

• Providesverbal or written translations when customer requires local language support

• Resolvesassigned Service Requests related to our web portals

• Uses ServiceRequest quality guidelines when placing entries in SRs

• Monitorsqueues to respond to incorrectly routed or unassigned customer requests

• Monitorstranslation queues to make sure translations are performed in a timely manner

• Respondsquickly to customer requests for escalations by contacting the correspondingmanager

• Reports toEMEA Customer HUB Manager

ACCOUNTABILITIES:

• Takesownership and coordinates resolution of customer’s service requests

• Maintainsknowledge of current Oracle business flows

• Operates inline with Customer Service HUB business processes and procedures

• Provides thebest possible translation for both customer and internal Support engineer –using collaboration methods as necessary

• Managesqueue and SRs to provide the highest level of customer service within standardsupport guidelines

QUALIFICATIONS:

• Excellentcommunication skills

• Ability tomanage multiple tasks

• Can addressissues among multiple parties within the organization

• Personaldrive

• CustomerFocus

• Team-working

Excellent verbaland written skills in Turkish as well in English

• Previouswork experience

• Provenexperience in support business is not necessary but would be considered anadvantage


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