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Customer Service Support Manager-Food & Beverage and Hotels product suites

Keywords / Skills : Customer Service Manager, software, Hotels/ restaurants

7 - 17 years
Posted: 2019-09-05

Job Description
Duties & RESPONSIBILITIES:

• Responsible for the management of your team (task assignment, training & development & performance management)

• Responsible for managing 1st level support of your product suite to the customer.

• Responsible for achieving performance standards

• Manage the support team to ensure service level requirements are exceeded.

• Responsible for ensuring all the all incoming support calls are entered, managed and tracked in MOS (My Oracle Support).

• Work with the customers to ensure that contractual service expectations are exceeded.

• Responsible in conjunction with the local product manager for local quality assurance of new product/ or version releases prior to distribution in your region.

• Ensure familiarity with new releases as they become available.

• Train the concepts and procedures of MICROS and Hotel Systems support to the support team in your region.

• Be familiar with and adhere to the latest training and installation standards and procedures.

• Liaise with subject matter experts in the regional office on client requests for enhancements & development.

• Special projects as required.

Knowledge, skills & abilities

Credentials and Experience:

Essential:

• Minimum two years’ experience in the hospitality industry or in technical support

• Fluent in Thai

• Excellent verbal and written English communications skills

• Degree in a Technical, Hospitality or Business field

• Previous management experience.

• Experience in Microsoft suite of products in particular, Outlook, Excel, Word, Project and PowerPoint.

• Basic working knowledge of Networks, PC’s and troubleshooting installation issues.

• Ability to be on-call out of hours

Desirable:

• Previous experience with alternative automated Food & Beverage or Property Management Systems.

• Previous experience working with an automated support management and tracking tool in a support center environment.

• Previous experience in supporting Hospitality Software Products.

• Knowledge of MICROS or Fidelio products an advantage.

Professional Skills:

• Management Skills

• Analytical problem solving skills

• Project Management skills

• Presentation skills

• Superior communication skills, written and verbal

• Strong management and interpersonal skills with the ability to earn respect from both internal & external customer project teams

Abilities:

• Ability & Credibility to work effectively with both our internal & external customers at all levels of the organization.

• Proven ability to work unsupervised or as a team member of both the local office team and wider company teams.

• Creative thinking abilities so experiences and knowledge may be used to create new ideas and think 'outside the square'.

• A self-starter with initiative, drive and strong desire to succeed.

• Ability to work in a logical methodical manner.

• Ability to work under stress.

• Flexibility with people and time.

• Determination to get the job done to time.

Special requirements

• Willing to work overtime and holidays as requested.

• Able to travel extensively and be away from home for periods of time.

• Willing to work with a wide variety of cultures.

• Currently hold a valid passport.



About Company

Oracle Corporation is the world's leading supplier of software for information management and the world's second largest independent software company. With annual revenues of more than $10.0 billion, the company offers its database, tools and application products, along with related consulting, education and support services, in more than 145 countries around the world.
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