Support Renewal Advisor - Retention & Billing Arbitration - French Speaking

Oracle provides the worlds most complete open and integratedbusiness software and hardware systems.

The Oracle Digital Renewal Center (DRC) is one of the largestsupport groups in the Oracle Romania Organization and manages Oracle Support Service Contract Renewals for all of Europe.

What you will do:The Support Renewal Advisor will be responsible for ensuringthe timely renewal of Oracle Support Service Contracts for existing small medium-sized and large customers and handling any resulting queries that the customers may have about their contracts.

• Sell Support Service Contract Renewals for existing Oracle customers and partners
• Identify and close potential upselling opportunities
• Correctly identify customer requirements and needs
• Advise about support service offerings and their benefits
• Educate customers on e-business practices and contractual terms & conditions
• Respond to customer requests queries and complaints
• Ensure contracts are correct and related offers sent promptly
• Drives automation through the Oracle store and support renewal portal
• Interact with multiple departments in Oracle as required

Billing Arbitration & Retention:

Billing Arbitration (BAT):

• Responsible for all credit and collections issues and requests for DRC customers account
• Work proactively on DRC customers accounts to resolve any credit and collection issues to ensure smooth activation of the support service once a PO is received from customers.
• Work closely with Collections and Credit teams and assist to resolve Customer invoice disputes (CMRB) Credit Memo Rebills and Credit Hold issues.

Retention (RTT):

• Works on risky accounts to avoid or minimize cancellation risks.
• Educate customers of the value of the support service
• Have a 360 view of the customer support activity and pipeline to better understand the account and identify any risks.
• Work closely with other Lines of Business on shared accounts
• Review previous cancellations to identify and win back opportunities.

Career Level - IC2

What you will bring:
The successful candidate will have at least 2-3 years of experience in sales/telesales and/or customer services. A sound understanding of the region and 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 and experience:

• Proficient in English & French
• Excellent communication skills both written and verbal
• Validated experience in sales and/or support services preferably in IT&C
• Confirmed influencing and negotiation skills
• 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 attention to detail
• Ability to effectively manage multiple tasks and priorities
• Ability to adapt and acquire new skills quickly in an exciting and constantly evolving environment
• Strong team player
• Advanced computer skills (MS Office etc.)
• Bachelors degree or equivalent

Why work @ Oracle DRC
Our center offers a great and flexible work environment where you can build your career in one of the leading global IT companies. We are looking for motivated candidates and have programs in place for developing their careers.

As part of Oracles employment process candidates will be required to complete a pre-employment screening process. This will involve identity and employment verification professional references education verification and professional qualifications and memberships (if applicable).

What we will offer you:

• A competitive salary with exciting benefits
• Learning and development opportunities to advance your career
• An Employee Assistance Program to support your mental health
• Employee resource groups that champion our diverse communities
• Core benefits such as life insurance and access to retirement planning
• An inclusive culture that celebrates what makes you unique

At Oracle we dont just respect differenceswe celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds perspectives and abilities. Thats why were committed to creating a workplace where all

Career Level - IC2