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Oracle provides the world's most complete, open, and integrated business software and hardware systems. The Oracle Digital Renewal Center (DRC) is one of the largest support groups in the Oracle Romania Organization and manages Oracle Support Service Contract Renewals for all of Europe.
The Support Renewal Advisor will be responsible for complex quoting 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.
Correctly identify customer requirements and needs
Manage internal and external tickets, mostly admin work
Educate customers on e-business practices and contractual terms & conditions
Respond to customer requests, queries, and complaints through a ticketing system
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
EXPERIENCE: The successful candidate will have at least 1-2 years of experience in customer services. A sound understanding of the region, customer behavior and a keen interest in developing this knowledge are a plus. The position will require working flexibly and openly with a wide range of team members.
Advanced English skills, proficient German skills
Very good communication skills, both written and verbal
Ability to deliver timely and accurate results, high attention to detail.
Proven experience in support services, preferably in IT&C
Works independently and is self-motivated, focused, and driven to achieve goals
Projects a positive, and professional image
Strong problem solving and objection handling abilities
Ability to deliver timely and accurate results, high 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 Excel skills
WHY WORK @ ORACLE DRC?
In our center, we offer a great and flexible work environment, where you can build your career in one of the leading global IT companies. We are looking for motivated candidates, and have programs in place for developing their careers.
As part of Oracle's employment process candidates will be required to successfully complete a preemployment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).
Detailed Description and Job Requirements
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.
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).