Customer Care Analyst

Location: San Juan - Puerto Rico, PR 00901 Job Category: Customer Support/Client Care INFORMATION DRIVEN Oracle's business is information — how to manage it, use it, share it, protect it. The world's largest enterprise software company, Oracle is the only vendor to offer solutions for every tier of your business-database, middleware, business intelligence, business applications, and collaboration. With Oracle, you get information that helps you measure results, improve business processes, and communicate a single truth to your constituents. Oracle's next-generation enterprise computing platform — Fusion — is being designed to enable incremental adoption of a powerful, flexible, service-oriented IT infrastructure without the disruption associated with a wholesale platform upgrade. This portfolio is built on powerful Fusion design principles, standardizing the priorities and practices of your enterprise computing strategy-saving you significant time and money. Job Description Detailed Descriptiont('12')t('5')This position will be based in Puerto RicioHe/She will be responsible for coordinating all Customer Care programmes providing a framework for increasing Oracle’s and relevance througout the customers’ SW life cycle.· Assure Customer Satisfaction.· Increase Customer Loyalty.· Promote Customer success and cutomer centric culture.· Supports and Collaborates with Oracle LOB’s and partners.· Tracks customer metrics and management by facts.· Acts as a customer advocate and Oracle Liaison.· Identify and seek solutions with customer management and executives.· Provides periodic status reporting and reports progress and deliverables.Job Requirementst('12')t('5')SkillsMethodology knowledge.Knowledge of developing, implementing and monitoring metrics to measure customer satisfaction.Product knowledge.Domain on technical mattersExpertise in escalation managementProven ability to manage/coordinate various resources.Ability to interact with LOB’sExceptional interpersonal skillsProactiveDemonstrated conflict management skillsExcellent time management and self management skillsFlexibleDemonstrated aptitude for learningStrong team orientationCapacity of self manageHability to interact by phone. At least 3 years of experience in similar positions, with a combination of technical expertise and customer/account management skills and a high degree of experience interfacing directly with customer, middle and executive level management.Desirable a business degree, preferably a BS/MBAHigh Level of English Contact Information