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