Customer Service Analyst -Hospitality Industry

Job title:

Customer Service Analyst -Hospitality Industry

Company

Oracle

Job description

Job Category: SupportJob Description:As part of the OPERA Cloud Distribution team, you’ll play a key role in maintaining and updating hotel configuration, rates, and availability within our channel manager and distribution platforms. Your responsibilities will include onboarding new contractual customers, supporting upgrades through OXI testing, and ensuring service expectations are exceeded through strong customer relationships. You’ll also deliver training sessions, workshops, and demonstrations for both clients and internal teams to drive product knowledge and success.In addition to maintaining an understanding of GDS functionality and assisting with GDS certifications and audits, you’ll be responsible for documenting best practices, improving internal processes, and aligning maintenance activities with stakeholders to minimize disruption. You’ll contribute to creating training materials, audit templates, and process guidelines, while also expanding your knowledge of related Oracle products like OPERA Cloud Central, R&A, and NOR1 to help customers maximize the value of their tech stack. Collaboration across internal teams is essential to meeting service level goals and delivering a seamless customer experience.For applicants located in the Province of Quebec, a basic proficiency of the French language is required.Career Level – IC3Responsibilities:As part of the OPERA Cloud Distribution team, you’ll play a key role in maintaining and updating hotel configuration, rates, and availability within our channel manager and distribution platforms. Your responsibilities will include onboarding new contractual customers, supporting upgrades through OXI testing, and ensuring service expectations are exceeded through strong customer relationships. You’ll also deliver training sessions, workshops, and demonstrations for both clients and internal teams to drive product knowledge and success.In addition to maintaining an understanding of GDS functionality and assisting with GDS certifications and audits, you’ll be responsible for documenting best practices, improving internal processes, and aligning maintenance activities with stakeholders to minimize disruption. You’ll contribute to creating training materials, audit templates, and process guidelines, while also expanding your knowledge of related Oracle products like OPERA Cloud Central, R&A, and NOR1 to help customers maximize the value of their tech stack. Collaboration across internal teams is essential to meeting service level goals and delivering a seamless customer experience.

• Maintenance of the OPERA Cloud Distribution & channel manager application databases, which includes loading and updating of hotel configuration, rate and availability information.
• Responsible for onboarding new contractual customers to OPERA Cloud Distribution
• OXI testing and assistance in line with customer upgrades
• Work with the customers to ensure that contractual service expectations are exceeded.
• Conduct workshops, demonstrations, training sessions for both customers and employees.
• Maintain general knowledge of GDS functionality and the relationship between hotel configuration data in application as well as in all GDS’s. Including but not limited to assisting customers with GDS certifications and auditing (rate & image)
• Document best practices and continual improvement on internal processes and guidelines to drive better efficiency. Including ability to analyse workflow and process improvements, making changes where necessary
• Manage maintenance activities and align timeline with all stakeholders to ensure that any maintenance activity will not impact ongoing projects.
• Create and maintain customer training and best practice guidelines, including audit templates

Achieve broader knowledge of interrelated Oracle products such as R&A, OPERA Cloud, OPERAQualifications:Range and benefit information provided in this posting are specific to the stated locations onlyCA: Hiring Range in CAD from: $50,600 to $110,500 per annum.Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.This job requires proficiency in the English language. Oracle is a global company with operations in dozens of countries around the world and our teams, including the team this position is part of, are comprised of individuals located in various jurisdictions. As is required of employees in all jobs at Oracle in North America, candidates for this position are required to understand, and communicate, in English so that in the course of performing their work, they can interact with teammates in other locations who are not fluent in the French language.For applicants located in the Province of Quebec, a basic proficiency of the French language is required.About Us:As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s challenges. We’ve partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.We know that true innovation starts when everyone is empowered to contribute. That’s why we’re committed to growing an inclusive workforce that promotes opportunities for all.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing or by calling +1 888 404 2494 in the United States.Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Expected salary

$50600 – 110500 per year

Location

Canada

Job date

Sun, 04 May 2025 07:22:53 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (hiring-jobs.com) you saw this job posting.