Customer Service Analyst - Polish speaker

Angajator: Oracle
  • Customer support - Client service
  • Tip job: full-time
    Nivel job: 1 - 5 ani experienta
  • Actualizat la: 15.06.2021
    Scurta descriere a companiei

    Oracle, a global provider of enterprise cloud computing, empowers businesses of all sizes on their digital transformation journey. With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in Software as a Service, Platform as a Service, Infrastructure as a Service, and Data as a Service.
    Our mission is to transform our world for the better through innovative technologies.



    Excellent communication skills
    Ability to manage multiple tasks
    Can address issues among multiple parties within the organization
    Personal drive
    Customer Focus
    Excellent verbal and written skills in Polish as well in English
    Previous work experience
    Proven experience in support business is not necessary but would be considered an advantage



    Ensures that HUB tasks are handled during active shift
    Provides verbal or written translations when customer requires local language support
    Resolves assigned Service Requests related to our web portals
    Uses Service Request quality guidelines when placing entries in SRs
    Monitors queues to respond to incorrectly routed or unassigned customer requests
    Monitors translation queues to make sure translations are performed in a timely manner
    Responds quickly to customer requests for escalations by contacting the corresponding manager
    Reports to EMEA Customer HUB Manager


    Takes ownership and coordinates resolution of customer’s service requests
    Maintains knowledge of current Oracle business flows
    Operates in line with Customer Service HUB business processes and procedures
    Provides the best possible translation for both customer and internal Support engineer – using collaboration methods as necessary
    Manages queue and SRs to provide the highest level of customer service within standard support guidelines

    Alte informatii

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

    We are recruiting for our Global Customer HUB team in Bucharest, part of the Global Customer Support Organization. In this position, you will serve local and international customers while performing support duties. As a member of the Support Organization, you will resolve post-sales customer inquiries via phone and electronic means, ensuring that all Oracle methodologies are applied. Your role is to provide first level customer support, including but not limited to: portal navigation, profile administration, contract entitlement and licensing, Service Request (SR) handling, product downloads.