Customer Service Manager-Support
NetSuite Inc
vor 2 Tg.

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Customer Service Manager-Support-21000M08Applicants are required to read, write, and speak the following languages : English, German

Preferred Qualifications

Primary Responsibilities

  • Provide strong leadership that guides the team to think both tactically and strategically in the delivery of support
  • Deliver results against a defined set of objectives that includes tactical metrics, strategic innovation and cross functional collaboration between disparate organizations internally
  • Develop, implement and maintain effective internal and external communication
  • Develop and maintain effective management of staffing, training, coaching, performance standards, and supervision
  • Ensuring targeted service and performance standards are achieved or exceeded
  • Manage metrics, customer satisfaction, and reporting on statistical performance levels related to the business
  • Develop analytic, strategic and technical resources to meet client expectations and insure satisfaction
  • Manage escalations and collaborate with peers
  • Liaising with the relevant product lead to ensure that support objectives are being met
  • Address customer complaints, respond to critical customer situations decisively, redirect resources as appropriate; maintain ownership of customer escalations until final resolution of customer issue
  • Work with next level manager on gap analysis and resource planning
  • Prepare and deliver employee work plans and development plans
  • Plan and communicate performance appraisals, compensation increases, awards and recognition programs
  • Approve employee time off requests, overtime requests, timecards and expense reports in accordance with local labor laws and HR policies while staying within budget
  • Encourage employees to self-develop core competencies and technical skills through career planning, coaching, training and creation of applicable development plans
  • Knowledge, Skills, & Experience Requirements

  • Minimum 2 years of Call Center / Contact Center / Technical Operations management experience
  • Several years professional experience working with cloud or on premise based products and the execution of global services for pms products
  • Strong negotiation, interpersonal, written, oral communication and presentation skills required
  • Good knowledge of Oracle Hospitality Hotel applications
  • Ability to establish and communicate departmental objectives and implement plans to assure attainment of goals
  • Strong experience in issue resolution, issue prioritization, customer management and technical account management
  • Strong experience in tracking customer issues through to resolution and providing regular status reports to customers and internal teams
  • Excellent general IT skills and strong knowledge of current technologies
  • Strong leadership abilities and experience in coaching and mentoring individual contributors
  • Present the company in a professional and honest manner
  • Detailed Description and Job Requirements

    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.

    As a Client Relations Manager, you will be responsible for delivery of departmental results through successful direction and management of team or staff.

    While in this role, you will ensure high levels of customer satisfaction by establishing and measuring group performance against quality and productivity guidelines.

    Your role will have an important part in the development and execution of the Client Relations yearly business plan. In addition, you will be responsible for establishing, implementing, and communicating departmental objectives and service levels.

    As a manager, you will be responsible for preparing and presenting employee performance appraisals on a regular basis. You will always be prepared to act as a company spokesperson to outside customers regarding their needs and inquiries.

    Leads a specialized area which may have diverse functional elements. Frequently interacts with supervisors and / or functional peer group managers.

    May interact with senior management. Bachelors degree as well as at least 3 years Client Relations experience or appropriate related experience at Oracle.

    In addition, a proven track record of excellent problem solving and research skills, and excellent communication skills, while projecting a positive, professional image.

    Because of the nature of this position, you should have excellent communication skills, as well as the ability to provide leadership and direction to a professional team.

    As a Manager, you will demonstrate good judgment in the balancing of customer, employee, and company objectives.

    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).



    Job Type

    Regular Employee Hire


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