Frontline Support Agent Hospitality – Bilingual French/English

Aix en Provence, PROVENCE ALPES COTE D AZUR | 30 jours

Résumé de l'emploi

Oracle

Description de poste


Frontline Support Agent Hospitality – Bilingual French/English-180019JF   

Preferred Qualifications

  
Requirements
 

  • Fluent in English and French both written and oral to be able to handle English and French customers service requests

  • Proven record of previous similar employments (call centre, call logging, helpdesk or support…)

  • Ability to turn work around quickly whilst maintaining a high level of accuracy

  • Ability to work under pressure and multitasking in a busy Customer Service Call Centre environment

  • Customer focus - good listener who remains calm when dealing with customers, able to deliver great customer service to required standards in a professional and polite manner

  • Enthusiastic - genuinely wanting to deliver a first class service

  • Strong attention to detail and accuracy in all work.

  • Articulate and methodical in approach

  • Ability to develop specific customer knowledge over time

  • Availability to work in shifts, during weekends and public Holidays 24 X 7 X 365

    • Shift            7:00   am ->3:00 pm

    • Shift            9:00   am->5:00  pm

    • Shift            3:00   pm->11:00pm

    • Nightshift  11:00 pm-> 7:00  am

  • A willingness to learn is essential: extensive on-the-job training, use of self-learning tools and documentation

 
Skills - Essential
 

  • Strong troubleshooting and problem solving skills

  • Strong analytical skills

  • Advanced Computer skills with a strong interest in IT (hardware, networks, MS Windows, Microsoft Office, Print Setup, Internet Explorer…)

  • Strong verbal communication skills, able to tailor communication so that it is clear and easy to understand

  • Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams

 
Experience  –  Desirable
 

  • Hotel Reception Experience

  • Micros Fidelio Products(OPERA-SUITE8)

  • An understanding of the Hotel business

  • Basic SQL knowledge

  • Super user of windows

 
Characteristics & Competencies in line with the Company Essential Values
 

  • 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

 
Responsibilities 
 

  • The successful candidate will be required to

 

  • Provide Property Management Systems (PMS) Support and related products to our customer base

  • Log and manage support requests received via telephone and email from external customers, within the specified time

  • Analyse, 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, taking 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
 

Detailed Description and Job Requirements

 As a member of the Support organization, you will resolve post-sales customer inquiries via phone and electronic means. Your focus is to provide level two support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues.
In this role, you will provide guidance and real time resolution on a wide range of technical and non-technical customer issues including, but not limited to: product compatibility and configuration, license reconciliation, support entitlements and validation, invoice and shipping inquiries, electronic support troubleshooting and product availability. Handle open service requests that are dispatched, implement fixes, (i.e. writing SQL scripts, and document the case for escalation), analyze the hardware or software problem and write case notes in the tracking system. Work is semi-routine in nature. Support may be delivered via electronic channels (web, e-mail, etc.) or phone. Position may work in a call center environment as needed. Also, you will be the point of contact for new customers, introducing and educating them on Oracle as a whole. You will also have the opportunity to gain knowledge of specific product areas within our core technologies and/or applications.
Prior working knowledge of or the desire to quickly learn about Oracle products. 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. An ideal candidate will demonstrate excellent communication skills, demonstrate prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success. Associates degree. At least 1 year of related experience.
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).
 
Job
: Support
Location
: FR-FR,France-AIX EN PROVENCE
Job Type
: Regular Employee Hire
Organization
: Oracle

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