Job Information
Oracle Customer Service Analyst in TOKYO, Japan
Job Description
Summary of Position:
The role of Global Customer HUB Engineer(Customer Service Analyst) is to receive incoming calls for assistance, manage service requests or tickets, monitor specific queues, provide assistance to customers, perform translations in accordance with service standards, and conduct other administrative work.
This position will establish relationships with other departments within Oracle to resolve problems and transfer knowledge to both internal and external customers.
Working hours will be determined by a shift pattern, and it might be adjusted to 24*7 if required for business needs.
Career Level - IC1
Responsibilities
Responsibilities:
This position's responsibilities include but not limited to the following:
Ensures that HUB tasks are handled during active shift
Ensure the administrative work are handled during active shift
For engineers responsible for translations, provide verbal and/or written translations when customer requires local language support
Uses required systems to research/troubleshoot customer entitlement and My Oracle Support issues
Uses SR quality guidelines when updating and managing SRs
Monitors specific queues for: unassigned, local language, route failures and exception SRs, routing or assigning as necessary
Responds quickly to customer requests for escalations by using documented escalation process
Encourages customers to use English versus local language for SR resolution
Encourages customers to use customer portal versus phone
Contributes to continuous process improvement initiatives
Reacts to system or process issues by contacting responsible technical contacts or reports problem to Global Customer HUB manager
Contributes to process and system development and knowledge management
Education and Experience Required:
Minimum requirements for the candidate:
Bachelor degree or above
Proficient with Japanese and English. Good Korean or Mandarin language skill will be a plus.
At least one year customer support experience, Call Center experience is preferred
Attentive to details and accuracy
SKILLSET
Essential
Strong and confident communicator
Excellent telephone manner
Ability to write clear and concise email responses
Customer focused and excellent customer care skills
Competent user of Microsoft Office applications
Excellent problem solving skills
Good attention to detail
Proactive attitude
About Us
As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.
When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.
We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.
Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.
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Disclaimer:
Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer