Customer Service Analyst - Polish speaker
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Angajator: | Oracle |
Domeniu: |
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Tip job: | full-time |
Nivel job: | 1 - 5 ani experienta |
Orase: |
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Actualizat la: | 10.07.2021 |
Remote work: | On-site |
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.
QUALIFICATIONS:
Excellent communication skills
Ability to manage multiple tasks
Can address issues among multiple parties within the organization
Personal drive
Customer Focus
Team-working
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
RESPONSIBILITIES:
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
ACCOUNTABILITIES:
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
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.
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