Customer Service Analyst English-French speaker
Oracle
- București
- Permanent
- Full-time
- Previous experience of working in hospitality
- Fluent in French & English, written and oral
- A willingness to learn is essential as extensive on-the-job training is provided
- A willingness to use also self learning tools and online documentation for self learning
- Strong Computer skills and/or a strong interest in IT are essential
- Previous experience of Opera would be advantageous
- Ability to work under pressure and multitask
- Strong analytical skills
- Ability to turn work around quickly whilst still maintaining high level of accuracy
- Customer focused - has the ability to empathize with customers and is able to deliver great customer service to required standards in a professional and polite manner
- Good listener and remains calm when dealing with incidents
- Strong verbal communication skills, able to tailor communication so that it is clear and easy to understand
- Enthusiastic - genuinely wanting to deliver a first class service
- Strong attention to detail and accuracy in all work.
- Articulate and methodical in approach
- Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams
- Ability to develop specific customer knowledge over time
- Experience of working within a similar support role
- Experience of using a call logging application
- Hotel Reception Experience is an advantage
- An understanding of the Hotel business
- A basic understanding of Networks
- Quick learner able to become productive quickly
- Go beyond the boundaries of your job description in order to get a good result
- Question and challenge the adequacy and quality of traditional thinking and the status quo; be receptive to new ideas and methods of working
- Use superior skills and knowledge to produce excellent work that we are all proud of
- Be open, honest, and professional with colleagues, clients and 3rd parties
- Identify and act on opportunities for collaboration with other teams to achieve company goals and enhance client service
- Provide PMS Support and related products to our customer base
- Log and manage support requests received from external customers, within the specified time
- Analyze, troubleshoot and resolve customer issues - working towards
- resolution at first level within a timely manner or reassign to the appropriate resource if this is not possible
- Update the call logging system (ensuring that full and concise details of the nature of the incident are recorded) and provide information for 2nd Level Support Teams and 3rd Party Service Partners - this includes Testing
- Take ownership of calls and monitor through to resolution - this includes calls passed to other teams or external support partners
- Maintain good relationships with customers, liaising with customers during the incident process to ensure that they are kept informed of progress and relieve any stress or concern caused by support issues
- Carry out any other duties as reasonably requested by your line manager
- Which includes being a United States Affirmative Action Employer