Cloud Customer Care Specialist
Oracle
Romania-Bucharest
11 zile în urmă

Preferred Qualifications

Cloud Customer Care Specialist

Job Description

Brief Description : The Customer Care Specialist will provide exceptionalchat and email support to customers who have general Oracle questions orrequire information about their account.

You will translate tech-speak,billing, general and cloud application jargon into everyday, understandableterms. You will also need to leverage multiple sources of information to staycurrent on Oracle cloud processes, technology changes and events that affectcustomers.

This is a fast-paced, performance-based environment where chats andemails are monitored, recorded and assessed.

Detailed Description : As a member of the Customer Care organization, yourfocus is to deliver post-sales support and solutions to the Oracle customerbase while serving as an advocate for customer needs.

This involves resolvingpost-sales non-technical customer inquiries via chat and electronic means. Aprimary point of contact for customers, you are responsible for maintainingcustomer relationships and providing assistance to internal Oracle employees ondiverse customer situations and escalating issues as needed to internalresources.

You will work with other Customer Care Managers to help clientsrealize the full value of their investment in Oracle solutions to ensure theycontinually renew their SaaS / Cloud services contract with Oracle.

Responsibilities include :

  • Maintaining ahigh level of client satisfaction by acting as a liaison and advocate betweenAccount Management, customer, and Oracle’s internal operations.
  • Including butnot limited to implementation / integration services, education services,provisioning / cloud operations, billing / collections, and contracting / dealmanagement.

  • You will beresponsible for fielding and resolving a wide range of post-sales non-technicalcustomer inquiries via chat and electronic means.
  • Resolution is primarilyprovided in real time with follow up for more complex matters.

  • Act as agatekeeper to vet out customer concerns and escalations to Senior Customer CareManagers.
  • As a primarypoint of contact for customers, you will act as a liaison between Oracleemployees and the customer with moderate direction from Senior Customer Careleadership and management.
  • Monitor currentissues and follow up with relevant parties to ensure all action items are met
  • Job Requirements :

  • Requires fluencyin English (reading, writing, speaking); additional European language would bea benefit
  • 1+ years ofproven experience in a customer service environment
  • Customer-focused, detailed-oriented individuals
  • Complexproblem-solving capacity (problem solving skills) and adept at working withambiguity.
  • Has excelled ina customer facing environment
  • Can translate tech speak’ into everyday, written, understandable terms
  • Strong comprehensionskills (adaptive writing, active reading)
  • Ability tomaintain a positive attitude in high-stress / fast-paced work environment
  • Drive forresults, demonstrates high degree of drive and determination;
  • Adaptive andflexible to changing technologies, process and environments
  • Ability to workand make decisions with minimal supervision
  • Strongorganizational skills.
  • Flexibility tosupport chat, email and phone when needed.
  • Must be able towork any schedule between TIME to TIME (local) and a five day work week.
  • 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 little direction from 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.

    This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

    Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures.

    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, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment.

    You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, 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 complete a pre-employment screening process, prior to an offer being made.

    This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).

    Oracle

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