Customer Service Distribution Specialist for Hospitality - São Paulo, Brasil - Oracle

Descrição

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.

Duties & Responsibilities

• Maintenance of the OPERA Cloud Distribution & channel manager application databases, which includes loading and updating of hotel configuration, rate and availability information.

• Responsible for onboarding new contractual customers to OPERA Cloud Distribution.

• Work with the customers to ensure that contractual service expectations are exceeded.

• Providing services to include all customer service enquiries.

• Responsible for helping form support policies and procedures.

• Providing services to include all customer service enquiries.

• Conducting workshops, demonstrations, training sessions for both customers and employees.

• Responsible for local quality assurance of new product or version releases.

• Maintain general knowledge of GDS functionality and the relationship between hotel configuration data in application as well as in all GDS's.

• Work with other internal teams to ensure service level requirements are exceeded.

• Manage maintenance activities and align timeline with all stakeholders to ensure that any maintenance activity will not impact ongoing projects.

• Notify customers of all scheduled maintenance activities that affect their environment.

• Document best practices and continual improvement on processes and guidelines to drive better efficiency.

• Perform other tasks or duties as requested or as deemed appropriate.

Knowledge, Skills & Abilities

• Previous experience working with an automated support management and tracking tool in a support center environment

• Strong customer service orientation and ability to develop and maintain relationships.

• Proficiency with Microsoft Office suite of PC suite of products in particular, Outlook, Excel, Word, Project and PowerPoint

• Ability to be flexible and responsive to new assignments and duties

• Strong work ethic and commitment to integrity.

• Excellent written and spoken English

Desirable

• Tertiary qualification in a technical, hospitality, or other related field

• Experience in working with Channel Manager software, and/or services

• Previous experience in supporting Hospitality Software Products

• Knowledge of other products within the OPERA Suite an advantage, particularly OPERA Cloud and OXI/Exchange

• Familiarity with Windows Server, Oracle, SQL and Remote Connectivity Applications

Professional Skills

• Analytical problem solving skills

• Strong communication and listening skills, ability to establish rapport over the phone, ability to build credibility quickly and clearly articulate a value proposition

• Project Management skills

Abilities

• Ability and credibility to work effectively with the client at all levels of the organization (corporate, hotel executives & staff)

• Proven ability to work unsupervised or as a team member of both the local office team and wider company teams

• Creative thinking abilities

• A self-starter with initiative, drive and strong desire to succeed

• Ability to work under stress and time pressures

• Flexibility with people and time

• Strong time management and ability to multi-task; takes initiative and follows through.