Customer Service Analyst (Arabic)

Where: Bucharest (Romania)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in Arabic

 

RESPONSIBILITIES:

•         Ensures that HUB tasks are handled during active shift

•         Provides verbal or written translations when customer requires local language support

•         Resolves assigned Service Requests related to our web portals

•         Uses Service Request quality guidelines when placing entries in SRs

•         Monitors queues to respond to incorrectly routed or unassigned customer requests

•         Monitors translation queues to make sure translations are performed in a timely manner

•         Responds quickly to customer requests for escalations by contacting the corresponding manager

•         Reports to EMEA Customer HUB Manager

 ACCOUNTABILITIES:

•         Takes ownership and coordinates resolution of customer’s service requests

•         Maintains knowledge of current Oracle business flows

•         Operates in line with Customer Service HUB business processes and procedures

•         Provides the best possible translation for both customer and internal Support engineer – using collaboration methods as necessary

•         Manages queue and SRs to provide the highest level of customer service within standard support guidelines

QUALIFICATIONS:

•         Excellent communication skills

•         Ability to manage multiple tasks

•         Can address issues among multiple parties within the organization

•         Personal drive

•         Customer Focus

•         Team-working

•         Excellent verbal and written skills in Arabic as well in English

•         Previous work experience

•         Proven experience in support business is not necessary but would be considered an advantage

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