Job Details
Job Description Customer Service Manager-Support - 220003GU Applicants are required to read, write, and speak the following languages : English, German **Preferred Qualifications**
The Manager of Customer Support is responsible for the management of a team of Multi lingual Helpdesk Analysts providing support to Global customers for Oracle Food and Beverage. Key responsibilities include management, leadership and execution of key processes within the Oracle Customer Support organization.
Tactical emphasis is on improving the customer experience in support, quality management, productivity and retention of staff. Performance metrics include call efficiency, average speed of answer, first hour and same day resolution of issues and overall CSAT.
**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
Identify and plan for future resourcing needs
Recruit and on-board staff as required
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.
Engage directly with customers (external and internal) as required to ensure customer satisfaction
Ancillary project management.
T his role will be Work from Home with voluntary work from office expected to be available soon. The successful candidate MAY be required to work from our office in Dusseldorf part-time or full-time in the future, depending on local rules and regulations, HR policies and business requirements.
**Knowledge, Skills, & Experience Requirements**
Minimum Bachelors degree (Business or technical degree preferred)
Minimum 4- 7 years of Call Center/Contact Center/Technical Operations management experience - with special focus on collaborating with HR and operations teams to maximise efficiency and effectiveness.
Strong negotiation, interpersonal, written, oral communication and presentation skills required
Excellent coaching skills required
Fluent in German and English
Travel to 30%. (Note that part of initial training may require travel within Europe)
Experience in the hospitality or food and beverage industry would be an advantage
**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).** **Location**
: DE-DE,Germany-DSSELDORF From Oracle to culinary school and back again. Bonnie Carlson Kaypaghian uses the skills she learned to create recipes for her daughters Type 1 Diabetes and has written a cookbook to share with the world.