Customer Service Analyst 2-support

Customer Service Analyst 2-Support-22000G0U

**Applicants are required to read, write, and speak the following languages***: English

**Preferred Qualifications**

**Customer Service Analyst & Trainer**

**Travel: UP TO **5**0%**

**The Opportunity**:
We are looking for a Customer Service Analyst & Trainer who is that magical blend of a great communicator, analytically strong and confident in learning new technology. The Customer Service Analyst & Trainer is responsible for the coaching, development, and engagement of a portfolio of preeminent Hotels. Analytical skills and hospitality systems knowledge are critical to the role as you will also be responsible to review customers in your region and proactively manage them to keep them engaged.

**Who You Are**:
**What You’ll Do**:

- Provide remote and onsite training and consulting on sales and motivational techniques for a hotel’s (primarily 4- and 5-star hotels) upselling program empowered by the leveraging of our patented Pricing and Merchandising Technology.
- Partner with your portfolio of hotels on their continued successful use of our suite of products, maximizing guest satisfaction, hotel engagement and revenue performance.
- Provide business focused, consultative recommendations to hotel management to enhance ongoing success. The recommendations will be supported by your analytical ability to review the hotel’s upselling program - including revenue production, agent engagement and merchandising opportunities.
- Work cross functionally to ensure ongoing success of the training and implementation within the portfolio of hotels.
- Collaborate on content development to document best practices and training material to accommodate specific hotel brand standards and evolving technology features.

**Experience and Skills**
- **Must be fluent in English**, additional languages are a plus**:

- Hotel experience in Revenue Management and/or Operations is valuable
- Excellent interpersonal skills and confidence to deliver group presentations
- Analytical skill set, coupled with ability to distill data into a succinct business message
- Ability to thrive in a fast-paced, high-energy environment
- Bachelor’s degree + strong initiative
- Willingness to travel up to 50% of the time

**Detailed Description and Job Requirements**

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.

In this role, your primary focus will be to deliver post-sales support and solutions to the Oracle Support Services customer base while serving as an advocate for customer needs. You will be responsible for fielding and resolving post-sales non-technical customer inquiries via phone and electronic means and technical questions regarding the use of and troubleshooting for our Electronic Support Services. As a primary point of contact for customers, you will act as a liaison between Oracle employees and the customer with little direction from management. You will also provide guidance and resolution on a wide range of technical and non-technical customer issues. Resolution is primarily provided in real time with follow up for more complex matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

**Job**: Support

**Travel**: Yes, 50 % of the Time

**Location**: SG-Singapore

**Other Locations**: TH-TH,Thailand-Bangkok, AU-AU,Australia-Perth

**Job Type**: Regular Employee Hire

**Organization**: Oracle