Global Customer Support provides technical assistance for all Oracle products, ensuring maximum availability of Oracle customers systems and helping them to benefit from running the latest Oracle technology and applications.
o As a Customer Escalation Manager manage escalations from customers
o Call customers and help in resolving their issues
o Collaborate with other teams when customer has issues with multiple teams
o Proactive in following up on escalations
o Updating customer on the progress of the issue
As a Customer Escalation Manager, you will manage escalations from customers. You will call customers and help in resolving their issues. You will collaborate with other teams when customer has issues with multiple teams and see that customer deals with one POC from Oracle. You have to be proactive in following up on escalations. You will be updating customer on the progress of the issue.
You will be expected to thrive in a fast-paced team oriented environment where each team member is offered/self explore avenues to contribute in a variety of ways. And be a team player to collaborate across/within competency teams both local and global levels in providing superior ownership experience while resolving customer issues.
Looking for a candidate with 10+ years of good experience in Handling customer escalations. Also will be good to be having technical skills in any of the Oracle products.
o Should have strong customer service skills and an eagerness to excel
o Strong communication and customer-facing skills
o Excellent trouble-shooting skills and tenacity in problem solving
o Strong analytical skills
o Ability to work under pressure
o Demonstrated ability to coordinate the resolution of escalated issues