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

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

Client: Oracle

Location: Berlin, Germany

Job Category: Customer Service

EU work permit required: Yes

Job Reference: 274cc6688820

Job Views: 2

Posted: 28.04.2025

Expiry Date: 12.06.2025

Job Description:

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 and escalated issues. Your role is to deliver post-sales support and solutions to the Oracle Support Services customer base, acting as a liaison between Oracle employees and customers with moderate guidance 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, involving some problem-solving with assistance and guidance in understanding and applying company policies and procedures. The ideal candidate would have prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledge bases, MS Office tools, and our Electronic Support Service Offerings. Additionally, understanding the use of operating systems, hardware environments, software, networking, Oracle products, and their interrelation in a customer environment is essential. A Bachelor's degree and prior related experience are required. The ideal candidate will have excellent communication skills, demonstrate effective teamwork abilities, and a commitment to customer success.

As part of Oracle's employment process, candidates will be required to successfully complete a pre-employment screening process, including identity and employment verification, professional references, education verification, and professional qualifications and memberships (if applicable).

We are delivering first-class support to our hospitality customers worldwide, providing technical assistance and solutions in Hotel and Food & Beverage sectors. Our primary task is to provide level one support to customers contacting Oracle Hospitality Support, maintaining high customer satisfaction levels, mainly through electronic means.

Requirements:

• Previous experience working in hospitality
• Fluent in German & English, written and oral
• A willingness to learn; extensive on-the-job training will be provided
• A willingness to utilize self-learning tools and online documentation
• Strong computer skills and/or a keen interest in IT
• Availability to work in shifts, including weekends and holidays, 24/7/365
• Experience with Opera and Suite8 is advantageous
• Ability to work under pressure and multitask
• Strong analytical skills
• Ability to work quickly while maintaining high accuracy
• Customer-focused, with empathy and professional customer service skills
• Good listening skills and calmness in incident handling
• Strong verbal communication skills, able to communicate clearly and understandably
• Enthusiastic and committed to delivering excellent service
• Attention to detail and accuracy
• Articulate and methodical approach
• Good interpersonal skills and team spirit
• Ability to develop customer-specific knowledge over time
• Experience in a support role and using call logging applications
• Hotel reception experience and understanding of hotel operations are advantages
• Basic knowledge of networks and quick learning ability

Characteristics & Competencies aligned with Company Values:

• Going beyond job descriptions to achieve results
• Challenging traditional thinking and embracing new ideas
• Producing excellent work with expertise and pride
• Honest, open, and professional communication
• Collaborating effectively with other teams to meet company and client goals

Responsibilities:

• Providing PMS support and related products to customers
• Logging and managing support requests efficiently
• Analyzing, troubleshooting, and resolving customer issues promptly or reassigning as needed
• Updating the support system with detailed incident information and coordinating with support teams
• Owning calls through to resolution, including liaising with external support
• Maintaining good customer relationships, keeping clients informed and reassured during incidents
• Performing additional duties as assigned by your manager

At Oracle, we celebrate diversity and are committed to creating an inclusive workplace. We encourage candidates with disabilities to apply and share any relevant information voluntarily in your application in accordance with German SGB IX.