Level 1 Customer Service Support - Hospitality - German speaker IC1 / IC2 (m / w / •)

Oracle; Düsseldorf; Vor Ort; EUR 35.000 - 55.000; Vollzeit

Zusammenfassung

Ein innovatives Unternehmen sucht einen engagierten Supportmitarbeiter, der nach dem Verkauf erstklassigen Kundenservice bietet. In dieser Rolle sind Sie der Hauptansprechpartner für Kundenanfragen und unterstützen sie bei technischen und nicht-technischen Anliegen. Sie werden in einem dynamischen Umfeld arbeiten, das 24/7 verfügbar ist, und die Möglichkeit haben, Ihre Fähigkeiten in einem vielfältigen Team weiterzuentwickeln. Wenn Sie leidenschaftlich daran interessiert sind, Kunden zu helfen und eine positive Erfahrung zu schaffen, ist dies die perfekte Gelegenheit für Sie, Ihre Karriere voranzutreiben.

Qualifikationen

• Fließend in Deutsch und Englisch, starke Computerkenntnisse und analytische Fähigkeiten.
• Erfahrung in der Gastronomie und in ähnlichen Support-Rollen ist von Vorteil.

Aufgaben

• Bereitstellung von PMS-Support und Verwaltung von Supportanfragen.
• Analyse, Fehlersuche und Lösung von Kundenproblemen zeitnah.
• Aufbau und Pflege guter Beziehungen zu Kunden während des Vorfalls.

Kenntnisse

Fließend in Deutsch

Fließend in Englisch

Starke Computerkenntnisse

Analytische Fähigkeiten

Kundenorientierung

Multitasking-Fähigkeiten

Gute Kommunikationsfähigkeiten

Stressresistenz

Ausbildung

Erfahrung in der Gastronomie

Erfahrung in einer ähnlichen Support-Rolle

Tools

Call-Logging-Anwendung

Opera

Suite8

Jobbeschreibung

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. 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 moderate direction from Senior Client Relations Analysts and 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 issues, which involves some problem-solving with assistance and guidance in understanding and applying company policies and procedures.

Requirements:

• Previous experience of working in hospitality
• Fluent in German & English, written and oral
• A willingness to learn is essential as extensive on-the-job training is provided
• A willingness to use self-learning tools and online documentation
• Strong computer skills and/or a strong interest in IT are essential
• Availability to work in shifts, during weekends and holidays 24 X 7 X 365
• Previous experience of Opera and Suite8 would be advantageous
• Ability to work under pressure and multitask
• Strong analytical skills
• Ability to turn work around quickly whilst maintaining high level of accuracy
• Customer focused – has the ability to empathize with customers and deliver great customer service
• Good listener and remains calm when dealing with incidents
• Strong verbal communication skills, able to tailor communication for clarity
• Enthusiastic - genuinely wanting to deliver a first-class service
• Strong attention to detail and accuracy in all work
• Articulate and methodical in approach
• Good interpersonal skills and a team player, able to work as part of multi-disciplinary teams
• Ability to develop specific customer knowledge over time
• Experience of working within a similar support role
• Experience of using a call logging application
• Hotel reception experience is an advantage
• An understanding of the hotel business
• A basic understanding of networks
• Quick learner able to become productive quickly

Responsibilities:

• Provide PMS Support and related products to our customer base
• Log and manage support requests received from external customers, within the specified time
• Analyze, troubleshoot and resolve customer issues - working towards resolution at first level within a timely manner or reassign to the appropriate resource if this is not possible
• Update the call logging system ensuring that full and concise details of the nature of the incident are recorded
• Take ownership of calls and monitor through to resolution
• Maintain good relationships with customers, liaising with them during the incident process to ensure that they are kept informed of progress
• Carry out any other duties as reasonably requested by your line manager

At Oracle, we don’t just respect differences—we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That’s why we’re committed to creating a workplace where all kinds of people can do their best work.

We expressly encourage disabled candidates to apply for this position. Please feel free to voluntarily inform us in your application about any severe disability in accordance with the German SGB IX.