Customer Support Analyst (Contract)

Job description

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As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

Desired profile

Qualifications :

Customer Support Analyst (Contract)


Responsibilities:
·  Collaborates with internal Customers throughout Oracle to provide solutions for events and programs throughout EMEA & APAC regions
·  Pro-actively look for ways to provide added-value service to our customers
·  Represents our line of business to the client in a positive "can do" manner
·  Sourcing and organising branded merchandise for training and events whilst ensuring to comply with exporting trade compliance
·  Liaise and negotiate with 3 rd party suppliers
·  Working through customer queries and challenges through to resolution
·  Interactions with our customers through one to one meetings , video link , via phone and email
·  Provide strategic insights to wider team on performance trends as well as recommendations on how to accelerate growth
·  Identify opportunities for process optimization and redesign
·  Develop and provide KPIs , trend charts and analysis
·  Participate in presentations and proposals for complex projects
·  Drives continuous improvement to quantitatively and qualitatively improve costs, quality, and service
·  Various activities to support the Program Solutions team as directed by Management


Skills Required:

·  BA/BS required with a degree in Marketing, International Business, Operations Management, or International Studies preferred
·  Fluent written and spoken English , additional language an advantage
·  Advanced Excel skills required and preferred experience using a CRM and ERP system
·  Strong communication skills, including the ability to actively listen to the customer and be able to negotiate where needed
·  Excellent organisational/time management skills; able to discern priorities from urgencies and able to work under tight deadlines and pressure
·  Outstanding and consistent follow through until full resolution of a customer issue
·  Excellent problem solving and decision making skills - able to make sound judgments by balancing the needs of the customer as well as the needs of the company
·  Detailed oriented and analytical; while also being able to look at the bigger picture
·  Strong multitasking skills
·  Flexible - willing to take on additional tasks and assist in the execution of new projects
·  Able to work autonomously