• 北京甲骨文软件系统有限公司
    		•  
    Interaction Centre Specialist, China
    		 
    电子邮箱：
    		   lily.fu@oracle.com
    发布日期：
    2008-01-03
    工作地点:
    北京市
    招聘人数：
    		 若干
    工作年限
    薪水范围：
    面议
    学 历：
    要求年龄：
    		  
    外语要求：
    英语 熟练
       
    　　具体要求：

    Department:Inside Sales, Support Services, APAC
    Location:Beijing, China
    Reports to:Support Sales Manger, APAC Interaction Centre

    The Inside Sales group is a sales focused, customer centric team responsible for renewing Oracle's Premier Support contracts within APAC.The group operates in three regional locations (Sydney, New Delhi and Beijing) and services 13+ APAC countries.

    The Interaction Center aims are to protect and grow the Inside Sales and Support business by delivering a superior customer experience whilst maintaining operational support provisioning excellence.

    We currently have opportunities for Interaction Centre Specialists in China who will be responsible for customer orientation service to all customers across APAC, and also providing a high level of proactive and reactive customer service.This role is key to Inside Sales being able to deliver the superior customer experience.

    KEY OBJECTIVES
    The Interaction Centre Representative will manage the following key functions:
    -Service Provisioning and Customer Orientation to enable the usage of the Premier Support Service for every new order,
    -Proactive Customer Service Calls to to demonstrate the value of the service,
    -Managing and track inbound customer queries from both internal and external customers,
    -Participation in ACS lead generation, cancellation recovery and customer education campaigns,
    -Work as part of the Inside Sales overall objectives.

    Service Provisioning and Customer Orientation includes
    -Providing initial "Welcome to Oracle",
    -Facilitating MetaLink Registration,
    -Confirming details for dispatch of "Welcome Pack",
    -Confirming contract renewal detail,
    -Registration of customers for "Working Effectively With Support"sessions,
    -Education of customers on the electronic renewal process and where appropriate setting up the customer for electronic renewal,
    -Identifying potential opportunity for additional services such as ACS
    -Dispatch of the "Welcome Pack"

    Proactive Customer Service Calls includes
    -Calls to provide customer with feedback on their use of the service e.g. Metalink use, number of downloads etc
    -Calls to customers with cancelled contracts to clarify reasons for cancellation and promote reinstatement.

    Managing and tracking inbound queries includes
    -Managing to closure internal and external queries,
    -Escalating and transferring of queries with other resolving groups,
    -Educating internal and external query loggers on available self-service resources.

    Participation in ACS lead generation, cancellation recovery and customer awareness campaigns includes
    -Involvement in all facets of campaign implementation,
    -Logging and tracking leads.

    RELEVANT EXPERIENCE & SKILLS
    It is expected that the successful applicant will have:
    -Candidate with both written and spoken Chinese and English skills is mandatory to this role
    -Proficiency in Cantonese would be a distinct advantage
    -Excellent communication and customer service skills
    -Previous customer service or call center experience, preferably in the software industry
    -Proven planning, problem solving, organizational and time management skills
    -Competency with spreadsheets and systems
    -Be able to priortise task, meet datelines and work under pressure
    -Experience working across multiple countries and cultures
    -Strong English language, written and verbal communication skills

    This role offers ongoing career training, interesting cross-cultural work and the chance to be part of a high performing team environment. Should you be interested in our above openings, please send your English & Chinese resume to the mailbox at lily.fu@oracle.com as soon as possible. Kindly put the subject title of your email application as:ICS_OSS_51job for easy reference.

    *As the above positions are one of high trust and confidence and provide you with access to confidential client and company proprietary information, pre-employment screening is an essential component of the recruitment process and selection