日语客户服务专员Oracle甲骨文甲骨文(中国)软件系统有限公司,Oracle甲骨文,甲骨文,甲骨文(中国)软件系统,甲骨文中国,甲骨文北京PreferredQualifications
DepartmentDescription
Dispatcher,GlobalDispatch,NorthAsiaDispatchCenter,willworkon7x24x365shifts,todispatchpartsandengineers,accordingtoOracle’sSLA(serviceslevelagreement)forPremierCustomerSupport.
DetailedDescription:
Thisteamwillbeworkingon7x24x365shiftinaprearrangedrosterinofficeto:
CloselymonitorGSI(GlobalSingleInstance)unscheduledtasksqueue.
Checktasksdetailsandcontactcustomerforrequestschedule.
Checksparestock.
ManageandprogressFieldServicetasks
AssignanddispatchFieldEngineersifneededtogoonsiteontime.
ContactwarehouseandorderSparePartstocustomer.
CommunicateTaskprogresswithSupportEngineersifneeded
EnsurethetimelycompletionofplannedFieldTasks.
Acknowledgeandescalatecustomercomplainttorelatedteamstofollowup.
Chasecustomertoreturnreplacedpartsback.
Receiveincomingphonecallsandemailsfrombothexternalcustomerandinternalrelatedteams,foranyenquiryandexceptionsrelatedtoengineerdispatch,sparepartsorders,andreturns.
Strictlyfollowdeskmanualforanydispatchactivities.
Contributestocontinuousprocessimprovementinitiatives
Reactstosystemorprocessissuesbycontactingresponsibletechnicalcontacts.
Contributestoprocessandsystemdevelopmentandknowledgemanagement
JobRequirements:
Strongmulti-lingualcommunicationskills(verbalandwritten)Japanese+Korean+English+Mandarin
Adaptstochangeeasily
Abilitytomanagemultipletasks
Aptitudeforanalyticalproblemsolving
Solutionoriented,Quality,Problemsolving
Planningandorganizing
Self-motivation
InterpersonalCompetencies
Customerfocus
Teamwork
Influencingandnegotiating
Workingglobally
Minimumof2yearscustomersupportexperienceinatechnicalenvironment
Strongunderstandingofcustomerserviceprinciples
DetailedDescriptionandJobRequirements
AsamemberoftheSupportorganization,yourfocusistodeliverpost-salessupportandsolutionstotheOraclecustomerbasewhileservingasanadvocateforcustomerneeds.Thisinvolvesresolvingpost-salesnon-technicalcustomerinquiriesviaphoneandelectronicmeans,aswellas,technicalquestionsregardingtheuseofandtroubleshootingforourElectronicSupportServices.Aprimarypointofcontactforcustomers,youareresponsibleforfacilitatingcustomerrelationshipswithSupportandprovidingadviceandassistancetointernalOracleemployeesondiversecustomersituationsandescalatedissues.
Inthisrole,yourprimaryfocuswillbetodeliverpost-salessupportandsolutionstotheOracleSupportServicescustomerbasewhileservingasanadvocateforcustomerneeds.Youwillberesponsibleforfieldingandresolvingpost-salesnon-technicalcustomerinquiriesviaphoneandelectronicmeansandtechnicalquestionsregardingtheuseofandtroubleshootingforourElectronicSupportServices.Asaprimarypointofcontactforcustomers,youwillactasaliaisonbetweenOracleemployeesandthecustomerwithmoderatedirectionfromSeniorClientRelationsAnalystsandmanagement.Youwillalsoprovideguidanceandresolutiononawiderangeoftechnicalandnon-technicalcustomerissues.Resolutionisprimarilyprovidedinrealtimewithfollowupformorecomplexmatters.
Workinvolvessomeproblemsolvingwithassistanceandguidanceinunderstandingandapplyingcompanypoliciesandprocedures.IdealcandidatewouldhavepriorworkingknowledgeoforthedesiretoquicklylearnaboutOracleFinancials,OracleService,ITS,Imaging,GSR,theWorldWideWeb,internalknowledgebase,MSOfficetoolsandourElectronicSupportServiceOfferings.Inaddition,youwillneedtounderstandtheuseofoperatingsystems,hardwareenvironments,software,networking,Oracleproductsandhowtheyallinterrelateinacustomerenvironment.Bachelorsdegreeandpriorrelatedexperience,anidealcandidatewillhaveexcellentcommunicationskills,willhaveshownpriorabilitiestobeaneffectiveteamplayer,andwilldemonstratecommitmenttoensuringcustomersuccess.
Job:Support
Travel:Yes,25%oftheTime
Location:CN-CN,China-Beijing
JobType:RegularEmployeeHire
Organization:Oracle
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