Oracle Adv Customer Service Support Manager
甲骨文（中国）软件系统有限公司
- 公司规模：500-1000人
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2013-09-18
- 工作地点：北京-海淀区
- 招聘人数：1
- 工作经验：八年以上
- 学历要求：本科
- 语言要求：英语精通
日语精通 - 职位类别：技术支持/维护经理 信息技术经理/主管
职位描述
Job Title Adv Customer Service Support Manager
Organization Name Dispatch Manager - Global Systems Support
Department Description
The primary objective of this position is to take ownership and manage the centralized Dispatch team and the overall response process for management of HW service requests in accordance with response times agreed in the contractual service level agreements (SLA's) between Oracle and their customers.
Responsible for a team of Dispatch Managers and Dispatchers engaging in the overall handling of hardware services requests and tasks, managing the resource management of people and parts. Ensuring the team is managed towards achieving the KPIs and managing to potential in order to develop a strong team that can deliver both timely response and good customer service.
Ensuring escalations are handled in the appropriate manner. Driving global process alignment and driving Dispatch efficiencies and automation initiatives.
Brief Posting 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.
Detailed Description
The Manager translates departmental goals into performance objectives for each team member and measures departmental and individual performance against plan while routinely coaching first line managers to maximize performance. You will be expected to carefully prepare and communicate employee performance appraisals on a regular basis, while jointly implementing and employee development plan for each team member. Of the more day-to-day activities, you will be ensuring the proper utilization for resources and providing justification for additional resource requests-- while maintaining a budget for each individual project. A successful Manager is expected to be totally committed to the delivery of outstanding support and service to customers.
Job Requirements
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.
Additional Details
1. Manages HW service requests, Dispatch Managers and Dispatchers and the procedures for ensuring response times remain within service level agreements to ensure that contractual agreements are met.
2. Manages a team of managers and dispatchers in order to meet customers’ contractual commitments, together with complying with Oracle and relevant regional procedures.
3. Leading the Dispatch team in order to ensure delivery of agreed KPIs, proving constant focus on accelerating Dispatch performance for all divisions.
4. Ensures timely action plans for managing low performance and motivating employees.
5. Understands and drives the elements of Oracle’s cost management strategy.
6. Enhances Dispatch internal and external customer experience by maintaining a strong partnership with Regional Leaders and partner LOBs, by enhancing the customer service awareness, by setting higher standards for Dispatch Quality.
7. Act as an escalation point for customer issues involving the Senior Dispatch Manager and Field Manager when appropriate.
8. Responsible for ensuring good customer service and providing updates on escalations.
9. Driving quality of service and customer satisfaction initiatives.
10. Responsible for analysis against key KPI’s and monitoring the department’s progress.
11. Ensure a constant development and a stable skills level in Dispatch through Dispatch training and development initiatives, by offering permanent guidance and coaching to Dispatch key people and define succession plans.
12. Responsible for ensuring BCP (Business Continuity Plan) for Dispatch.
13. Ensures global Dispatch process consistency and drives Dispatch efficiency and automation projects.
Education and experience
1. Holds a university degree and or equivalent demonstrable customer service experience.
2. 2– 5 years working in technical industry, preferably customer support services environment with previous IT related call centre/call dispatch experience.
3. Has broad functional expertise and a strong knowledge of related business functions including people management and logistics procedures.
4. Has assertive and proactive experience when dealing with internal/external customers.
5. Experience and local understanding of location geography.
6. Good people management experience, capable of communicating instructions, developing individual's skills, and leading by example in resolving out of line situations.
Professional Skills
1. Excellent communication skills, exceptional in the use of telephone and able to relate to colleagues and service partners in a professional manner.
2. Highly organized and confident, showing good initiative.
3. Customer minded and proven customer management skills.
4. Self motivated and creative person with strong planning and organization skills.
5. Business awareness and results delivering.
6. Adaptability and ability to work under pressure.
7. Must be proactive and capable of making decisions in critical situations.
8. Team player with high social competence.
9. Remains knowledgeable of Oracle services and products.
10. Knowledge on North Asia culture
Language skills required both verbal and written
Required Fluent Mandarin, English,Japanese
Preferable Korean speaking
Organization Name Dispatch Manager - Global Systems Support
Department Description
The primary objective of this position is to take ownership and manage the centralized Dispatch team and the overall response process for management of HW service requests in accordance with response times agreed in the contractual service level agreements (SLA's) between Oracle and their customers.
Responsible for a team of Dispatch Managers and Dispatchers engaging in the overall handling of hardware services requests and tasks, managing the resource management of people and parts. Ensuring the team is managed towards achieving the KPIs and managing to potential in order to develop a strong team that can deliver both timely response and good customer service.
Ensuring escalations are handled in the appropriate manner. Driving global process alignment and driving Dispatch efficiencies and automation initiatives.
Brief Posting 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.
Detailed Description
The Manager translates departmental goals into performance objectives for each team member and measures departmental and individual performance against plan while routinely coaching first line managers to maximize performance. You will be expected to carefully prepare and communicate employee performance appraisals on a regular basis, while jointly implementing and employee development plan for each team member. Of the more day-to-day activities, you will be ensuring the proper utilization for resources and providing justification for additional resource requests-- while maintaining a budget for each individual project. A successful Manager is expected to be totally committed to the delivery of outstanding support and service to customers.
Job Requirements
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.
Additional Details
1. Manages HW service requests, Dispatch Managers and Dispatchers and the procedures for ensuring response times remain within service level agreements to ensure that contractual agreements are met.
2. Manages a team of managers and dispatchers in order to meet customers’ contractual commitments, together with complying with Oracle and relevant regional procedures.
3. Leading the Dispatch team in order to ensure delivery of agreed KPIs, proving constant focus on accelerating Dispatch performance for all divisions.
4. Ensures timely action plans for managing low performance and motivating employees.
5. Understands and drives the elements of Oracle’s cost management strategy.
6. Enhances Dispatch internal and external customer experience by maintaining a strong partnership with Regional Leaders and partner LOBs, by enhancing the customer service awareness, by setting higher standards for Dispatch Quality.
7. Act as an escalation point for customer issues involving the Senior Dispatch Manager and Field Manager when appropriate.
8. Responsible for ensuring good customer service and providing updates on escalations.
9. Driving quality of service and customer satisfaction initiatives.
10. Responsible for analysis against key KPI’s and monitoring the department’s progress.
11. Ensure a constant development and a stable skills level in Dispatch through Dispatch training and development initiatives, by offering permanent guidance and coaching to Dispatch key people and define succession plans.
12. Responsible for ensuring BCP (Business Continuity Plan) for Dispatch.
13. Ensures global Dispatch process consistency and drives Dispatch efficiency and automation projects.
Education and experience
1. Holds a university degree and or equivalent demonstrable customer service experience.
2. 2– 5 years working in technical industry, preferably customer support services environment with previous IT related call centre/call dispatch experience.
3. Has broad functional expertise and a strong knowledge of related business functions including people management and logistics procedures.
4. Has assertive and proactive experience when dealing with internal/external customers.
5. Experience and local understanding of location geography.
6. Good people management experience, capable of communicating instructions, developing individual's skills, and leading by example in resolving out of line situations.
Professional Skills
1. Excellent communication skills, exceptional in the use of telephone and able to relate to colleagues and service partners in a professional manner.
2. Highly organized and confident, showing good initiative.
3. Customer minded and proven customer management skills.
4. Self motivated and creative person with strong planning and organization skills.
5. Business awareness and results delivering.
6. Adaptability and ability to work under pressure.
7. Must be proactive and capable of making decisions in critical situations.
8. Team player with high social competence.
9. Remains knowledgeable of Oracle services and products.
10. Knowledge on North Asia culture
Language skills required both verbal and written
Required Fluent Mandarin, English,Japanese
Preferable Korean speaking
公司介绍
Oracle (NYSE: ORCL) was established in 1977 and is headquartered in Redwood Shores, California, USA. Oracle, a global provider of enterprise cloud computing, is empowering businesses of all sizes on their journey of digital transformation. The Oracle Cloud offers a complete suite of integrated applications for Sales, Service, Marketing, Human Resources, Finance, Supply Chain and Manufacturing, plus Highly-Automated and Secure Generation 2 Infrastructure featuring the Oracle Autonomous Database.
Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and over 5,000 employees. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com or www.oracle.com/cn
甲骨文公司(NYSE：ORCL)创立于1977年，总部位于美国加利福尼亚州红木城。甲骨文是一家全球性的企业云服务提供商，致力于赋能各种规模的企业的数字化转型之旅。Oracle云在销售、服务、市场营销、人力资源、财务、供应链和制造领域提供全面的集成应用，及基于Oracle自治数据库打造的具有高度自治能力和安全性的第二代基础设施。
二十世纪八十年代，甲骨文进入中国市场，在北京设立了首家中国办事处。而今，甲骨文的业务已几近覆盖中国所有的省、自治区与直辖市——我们在中国建立了22个分支机构、5个研发中心、规模庞大且弥足珍贵的合作伙伴网络，开展了多种多样的社区计划。在中国，甲骨文拥有超过2.5万家客户、1500家合作伙伴和超过5000名员工。如需了解更多关于甲骨文公司的信息，请访问：www.oracle.com或www.oracle.com/cn
Oracle entered China in the 1980s with its first office in Beijing. Today, Oracle has a presence in almost every province, autonomous region and municipality with 22 branch offices, five research and development centers, an extensive Oracle Partner Network as well as various community projects. In China, Oracle has more than 25,000 customers, 1,500 partners, and over 5,000 employees. For more information about Oracle (NYSE: ORCL), please visit us at www.oracle.com or www.oracle.com/cn
甲骨文公司(NYSE：ORCL)创立于1977年，总部位于美国加利福尼亚州红木城。甲骨文是一家全球性的企业云服务提供商，致力于赋能各种规模的企业的数字化转型之旅。Oracle云在销售、服务、市场营销、人力资源、财务、供应链和制造领域提供全面的集成应用，及基于Oracle自治数据库打造的具有高度自治能力和安全性的第二代基础设施。
二十世纪八十年代，甲骨文进入中国市场，在北京设立了首家中国办事处。而今，甲骨文的业务已几近覆盖中国所有的省、自治区与直辖市——我们在中国建立了22个分支机构、5个研发中心、规模庞大且弥足珍贵的合作伙伴网络，开展了多种多样的社区计划。在中国，甲骨文拥有超过2.5万家客户、1500家合作伙伴和超过5000名员工。如需了解更多关于甲骨文公司的信息，请访问：www.oracle.com或www.oracle.com/cn
联系方式
- Email：qi.mel@oracle.com
- 公司地址：地址：span天津路名人商业大厦