Oracle Customer Service Analyst 1-Support in Beijing, China
Customer Service Analyst 1-Support
Dispatcher, Global Dispatch, North Asia Dispatch Center, will work on 7x24x365 shifts, to dispatch parts and engineers, according to Oracle’s SLA (services level agreement) for Premier Customer Support.
This team will be working on 7x24x365 shift in a prearranged roster in office to:
Closely monitor GSI (Global Single Instance) unscheduled tasks queue.
Check tasks details and contact customer for request schedule.
Check spare stock.
Manage and progress Field Service tasks
Assign and dispatch Field Engineers if needed to go onsite on time.
Contact warehouse and order Spare Parts to customer.
Communicate Task progress with Support Engineers if needed
Ensure the timely completion of planned Field Tasks.
Acknowledge and escalate customer complaint to related teams to follow up.
Chase customer to return replaced parts back.
Receive incoming phone calls and emails from both external customer and internal related teams, for any enquiry and exceptions related to engineer dispatch, spare parts orders, and returns.
Strictly follow desk manual for any dispatch activities.
Contributes to continuous process improvement initiatives
Reacts to system or process issues by contacting responsible technical contacts.
Contributes to process and system development and knowledge management
Strong multi-lingual communication skills (verbal and written) Japanese Korean English Mandarin
Adapts to change easily
Ability to manage multiple tasks
Aptitude for analytical problem solving
Solution oriented, Quality, Problem solving
Planning and organizing
Influencing and negotiating
Minimum of 2 years customer support experience in a technical environment
Strong understanding of customer service principles
Detailed Description and Job Requirements
As a member of the Support organization, your focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, you are responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with moderate direction from Senior Client Relations Analysts and management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters.
Work involves some problem solving with assistance and guidance in understanding and applying company policies and procedures. Ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, you will need to understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. Bachelors degree and prior related experience, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.
Job Type: Regular Employee Hire