Support Renewals Advisor with German - Customer Outreach Team

Responsible for timely renewals for small to medium-sized customers in assigned territory. Educate customers on business practices and any associated contractual implications. Ensure customer awareness and understanding of applicable elements of Oracle's portfolio. Meet productivity expectations on outbound calls for renewals. Manage exceptions for customers with issues that may delay or inhibit renewals. Identify and transfer leads to sales representatives for top-tier opportunities. Accurately forecast business targets and opportunities in territory.2-5 years experience in sales or related area. Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures.

Career Level - IC2

Oracle provides the world's most complete, open, and integrated business software and hardware systems. The Oracle Digital Renewal Center (DRC) is one of the largest support groups in the Oracle Romania Organization and manages Oracle Support Service Contract Renewals for all of Europe.

 

RESPONSIBILITIES:

The Support Service Renewals Advisor will be responsible for:

• Ensuring the successful and timely renewal of Support Service Contracts for customers and handling any resulting queries that the customers may have.
• Reducing the risk of cancellation and investigates customer’s needs.
• Correctly identifies customer requirements and needs for support services, including contractual terms and conditions, support service offers and products.
•  Communicates with the customers via phone (outbound) and ticketing system in order to successful meet productivity expectations
• Prepares correct quotes.
• Works together with different teams in order to accomplish customer’s requests
• Manages exceptions for customers with issues that may delay or inhibit renewals
• Offers solutions in case of cancellation.

 

EXPERIENCE:

The successful candidate will have at least 1-2 years of experience in customer services. A sound understanding of the region, customer behavior and a keen interest in developing this knowledge are a plus. The position will require working flexibly and openly with a wide range of team members.

 

QUALIFICATIONS:

• Advanced English skills, proficient German skills
• Very good communication skills, both written and verbal
• Ability to deliver timely and accurate results, high attention to detail.
• Proven experience in support services, preferably in IT&C
• Works independently and is self-motivated, focused, and driven to achieve goals
• Projects a positive, and professional image
• Strong problem solving and objection handling abilities
• Ability to deliver timely and accurate results, high attention to detail
• Ability to effectively manage multiple tasks and priorities
• Ability to adapt and acquire new skills quickly in a challenging and fast changing environment
• Strong team player
• Bachelor degree

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