Customer Service Analyst null

About Oracle Australia

Oracle Australia is leading the digital revolution. They are empowering nearly half a million businesses across the globe to turn untapped potential into real business value. The mission of the Cloud Solution Engineering organization is simple, they build new and innovative technology solutions to solve real-world problems for their customers.

Your role

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

What You’ll Do:

• Provide remote and onsite training and consulting on sales and motivational techniques for a hotel’s (primarily 4- and 5-star hotels) upselling program empowered by the leveraging of their patented Pricing and Merchandising Technology.
• Partner with your portfolio of hotels on their continued successful use of their 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.
• Partnering with your portfolio of customers also includes various online touch points for motivation, coaching and support, including chat and email.
• Work cross-functionally to ensure the 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.

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 of Oracle Australia's Electronic Support Services. As 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.

Training & development

Your success is Oracle Australia's priority. They support your growth with a variety of career development programs:

• Internal talent advisors can connect you with new opportunities that advance your career.
• Their specialized career resources help you define your career aspirations, research development plans, and achieve your professional goals.
• Read more...

Salary & benefits

Roles as a Customer Service Analyst earn an average of A$57,000 to A$85,500. (Source: Glassdoor)

Benefits that Work for You:

• Health and Wellness
• Employee Stock Purchase Plan
• Oracle’s 401(k) Savings and Investment Plan
• Read more...

Career progression

All over the world, people's lives are better because of Oracle. They give you the tools to discover your potential—and the support to help you reach it. Want to make a difference? Join their company of change-makers.

To learn more about careers at Oracle Australia, watch this video.

Work life balance

Everybody needs time off to recharge their batteries. Oracle has competitive time away from work plans for vacation and leave. Look after your mental health with Oracle Australia's Employee Assistance Program. You and your family can use this free and confidential service whenever you need it. Read more.

Culture & vibe

Diversity and inclusion power innovation at Oracle. Diverse perspectives make their ideas better and their teams stronger. It’s why they’ve created a workplace where everyone can do their best work without barriers. When everyone is heard and valued, they’re inspired to go beyond what’s been done before. Read more.

About you

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, training, and consulting.

You should also be fluent in customer TAR reporting systems. Bachelor's degree and three years of related experience (and one year of 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.

Experience and Skills:

• Must be fluent in English, additional languages are a plus
• Hotel experience in Revenue Management and/or Operations is valuable
• Excellent interpersonal skills and confidence to deliver group presentations
• Analytical skill set, coupled with the ability to distil data into a succinct business message
• Ability to thrive in a fast-paced, high-energy environment
• Bachelor’s degree + strong initiative
• Willingness to travel up to 50% of the time

How to apply

To apply for this role, simply click the "Apply on employer site" button on this page to submit your application directly to Oracle Australia.