Support Renewals Advisor with Portuguese - Customer Assistance Team

Drive the renewal of Oracle's contracts to existing customers. 

Responsible for timely renewals for small to medium-sized customers in assigned territory. Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracle's portfolio. Meet productivity expectations on outbound calls for renewals. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales representatives for top-tier opportunities. Accurately forecast business targets and opportunities in territory. 

2-5 years experience in sales or related area. Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. 

 

Job Description

Oracle provides the world's complete, open, and integrated business software and hardware systems. The Oracle Digital Renewal Center (DRC) is one of the largest support organizations in Oracle Romania and managesOracle Premier Support Contract Renewals for all of Europe and Middle East&Africa.

RESPONSIBILITIES:

The Support Renewal Advisor will be responsible for ensuring the timely renewal of Oracle Support Service Contracts for existing small, medium-sized and large customers and handling any resulting queries that the customers may have about their contracts.

• Manage Support Service Contract Renewals for existing Oracle customers and partners • Correctly identify customer requirements and needs

• Advise about support service offerings and their benefits

• Educate customers on e-business practices and contractual terms & conditions • Respond to customer requests, queries, and complaints

• Ensure contracts are correct and related offers sent in a timely manner

• Drives automation through the Oracle store and support renewal portal

• Interact with multiple departments in Oracle as required

QUALIFICATIONS:

• Advanced English skills, proficient Portuguese skills

• Works independently and is self-motivated, focused, and driven to achieve goal

• Projects a positive, and professional image

• Strong problem solving and objection handling abilities

• Ability to deliver timely and accurate results, attention to detail

• Ability to effectively manage multiple tasks and priorities

• Ability to adapt and acquire new skills quickly in a challenging and fast changing environment

• Strong team player • Advanced computer skills (MS Office, etc.)

• Bachelor degree

WHY WORK @ ORACLE DRC? In our center, we offer a great and flexible work environment. Here you will encounter multi-cultural teams that embrace diversity and each individual is encouraged to contribute to the overall wellbeing of the teams they are part of. We are looking for motivated candidates, and have programs in place to develop their skills. As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Customer Assistance specific responsibilities:

The CAT team is focused on KPIs that are meant to ensure we deliver an excellent customer service, being experts on the overall process and efficiently use all the internal resources available to solve all the client initiated queries. We are the first point of contact by phone, chats and renewal service requests for all Oracle customers that have questions related to the renewal of an existing premier support contract. If you are a great communicator, problem solver, adaptive and focused on delivering high quality results, we would like to hear from you! More in depth responsibilities and expectations: Demonstrate a customer oriented attitude during all interactions by making sure that regardless of the communication channel a customer chooses to contact us (inbound calls, chats or Renewal Service requests), we ask the right questions until we can figure out the best possible solution for the query that is being raised. Research prior to answering a question ensures a faster resolution time, so we trust that once you get familiar with the renewal policies and procedures you apply your expertise before providing an answer. As a CAT team member, you will be interacting with many internal departments that is why we care about building and maintaining a great level of collaboration which is vital in our fast changing professional environment. When we come across situations that involve connecting with multiple internal teams, we address probing questions to the customers, in order to anticipate potential roadblocks and set up realistic expectations regarding a possible resolution Our daily job implies juggling between several innovative tools, used to both ensure information transparency across the DRC and an enhanced customer experience. This requires both independent judgement and a strong ability to swiftly switch between different tools. Encourage the customers to use the latest generation of digital tools such as Live Chat and Service Requests and promote the self-serve client dedicated support renewal platform. Our team must ensure full coverage adjusted as much as possible to customers’ standard working hours in order to address the incoming queries in real time. Availability for live interactions with the customers is therefore constantly prioritized by the CAT team. We aim to contribute to the overall Digital Center KPIs by delivering a high standard customer service, which is why each team member is expected to use their knowledge and skills in a way that demonstrates commitment to the team’s objectives

Career Level - IC2