Customer Service Analyst

Responsibilities:

The Customer Service Analyst'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