JOB DESCRIPTION / ROLE
Oracle provides the world's most complete, open, and integrated business software and hardware systems.
The Oracle Digital Renewal Center (DRC) is one of the largest support 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 ensuring the 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
Responsibilities
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.
REQUIREMENTS
Qualifications and experience:
- Proficient in English
- 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.)
- Bachelor's 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 Oracle's 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 don't just respect differences-we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That's why we're committed to creating a workplace where all
ABOUT THE COMPANY
Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.
Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.
More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.
