Customer Service representative – Oracle University ( French/ Italian/ German speakers)

Short company description

"Oracle is filled with people who, when just meeting their own internal standards of achievement, astonish other people."
- Larry Ellison, Chief Executive Officer

Oracle provides the world's most complete, open, and integrated business software and hardware systems, with more than 370,000 customers - including 100 of the Fortune 100 - representing a variety of sizes and industries in more than 145 countries around the globe. And Oracle's 110,000 global employees - including 30,000 developers working full-time on Oracle products - are critical to that success. For more information about Oracle, visit oracle.com.

Innovative? Ingenious? Inspired? You are at the right place. Oracle is hiring!

We recruit the most talented graduates in the industry. Surf our site campus.oracle.com to explore fabulous opportunities at Oracle. Then, log in your resume.

Requirements

University degree.
Foreign Languages - English and German/ French/ Italian.
Customer Service Knowledge & Experience – Previous customer interaction experience, either B2C or B2B and proved knowledge of customer service process understanding.
Computer literate - Windows, MS Office, e-mail and Internet.
Experience in using online applications for administrative/ operational processes.
Excellent Customer service skills.
Excellent communication skills with ability to convey messages clearly (verbal, written and presentation) to internal and external customers.
Active listening towards fast and accurate customer needs identification.
Enthusiasm & dedication.
Planning & organizing skills with high attention to detail.
Adaptive to change and with high ability of working under deadlines.
Attention to detail and accuracy.
Ability to priortize and manage own workload and escalating problem at the appropriate stage.
Team player with strong interpersonal skills.

Responsibilities

Inbound channel management for EMEA countries/regions of customers’ inquiries through multiple incoming and outgoing communication channels having as KPIs - 95% answered calls and 24 hours first e-mail resolution.
Providing accurate and consistent information on OU education offerings and the availability of products, information related to the end to end process (from the point of order entry until service delivery and invoice issue) and the compliance criteria for processing orders including the OU credit policy.
Responsible for identifying and transferring complex customer enquiries to designated departments for further investigation according to the procedure in place.
Managing the Cancellation and Rescheduling process of a OU course for the country/ region in 3 Business Days having as an objective the minimization of customer impact and the success in retaining the customer
Responsible for identifying all customer. interaction up sell opportunities, providing the best solutions to fit the customers’ needs and performing all the necessary follow-up actions to transform the opportunities into revenue and a total customer service experience.
Responsible for accurately processing in 2 business days the customers’ orders for OU offerings/products.
Building a good, constant and mutual trustworthy collaboration with the members of the team and related teams to indentify and provide the most suitable solutions to customer needs and assure a better service.
Understanding and effectively operating in line with Oracle’s corporate vision, line-of-business objectives, policies and procedures.
Additional customer solutions related tasks as assigned by management or business need.
Demonstrating a positive attitude, professionalism, initiative, and flexibility in performing daily job functions and always portraying a professional & positive image to the customer.
Flexibility in adapting to the country/ region’s working hour interval if required in order to provide customer support and contribute to the achievement of the business revenue recognition KPIs around quarter and year end.

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