Customer Service Analyst - FRENCH FLUENCY

The Opportunity:

We are looking for a Customer Service Analyst who is that magical blend of a great communicator, analytically strong and confident in learning new technology. The Customer Service Analyst is responsible for the development, and engagement of a portfolio of preeminent Hotels. Analytical skills and hospitality systems knowledge are critical to the role as you will also be responsible to review customers in your region and proactively manage them to keep them engaged.

 Who You Are:

You have proven ability to deliver an exceptional, impactful, and sustaining learning experience to a range of audiences from entry level to senior management. The successful candidate is an enthusiastic, motivated team player that has a proven ability to build rapport and has the gravitas to influence and deliver engaging, impactful business recommendations and consulting.

 What You’ll Do:

• Partner with your portfolio of hotels on their continued successful use of our suite of products, maximizing guest satisfaction, hotel engagement and revenue performance.
• Provide business focused, consultative recommendations to hotel management to enhance ongoing success. The recommendations will be supported by your analytical ability to review the hotel’s upselling program – including revenue production, agent engagement and merchandising opportunities.
• Partner with your portfolio of customers also includes various on-line touch points for motivation, coaching and support, including chat and email.
• Work cross functionally to ensure ongoing success of the training and implementation within the portfolio of hotels.
• Collaborate on content development to document best practices and training material to accommodate specific hotel brand standards and evolving technology features.

Experience and Skills

• Must be fluent in English AND French languages
• Hotel experience in Revenue Management and/or Operations is valuable
• Excellent interpersonal skills and confidence to deliver group presentations
• Analytical skill set, coupled with ability to distill data into a succinct business message
• Ability to thrive in a fast-paced, high-energy environment
• Bonus Credit: Measurable results in prior project that drove increased revenue or operational cost efficiency
• Bachelor’s degree + strong initiative

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. It’s when everyone’s voice is heard and valued that we’re inspired to go beyond what’s been done before.

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.

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 little direction from 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 matters. This position may provide you an opportunity to be "proactively responsible" for support for our top revenue and strategic customers.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. Prior working knowledge of or the desire to quickly learn about Oracle Financials, Oracle Service, ITS, Imaging, GSR, the World Wide Web, internal knowledgebase, MSOffice tools and our Electronic Support Service Offerings. In addition, understand the use of operating systems, hardware environments, software, networking, Oracle products and how they all interrelate in a customer environment. You should also be fluent in customer TAR reporting systems. Bachelors degree and three years related experience (and one year Client Relations experience) in hand, an ideal candidate will have excellent communication skills, will have shown prior abilities to be an effective team player, and will demonstrate commitment to ensuring customer success.

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).