Accommodation Consultant MWA-FW

Amazon; Abu Dhabi; Remote; AED 183,000 - 258,000; Full time

Job summary

A global e-commerce leader is seeking an Accommodation Consultant who will provide exceptional customer service while assisting employees with their accommodation needs. The role requires strong analytical and communication skills, along with at least 2 years of experience in customer service. Responsibilities include managing accommodation cases, educating employees, and maintaining compliance. This is a remote position that may require 25% travel.

Qualifications

• Minimum of 2 years of experience in the Customer Service industry.
• Excellent written and spoken English skills.
• Strong ability to exceed expectations in performance.

Responsibilities

• Perform accommodation reviews for employee requests.
• Act as a subject matter expert on the accommodations process.
• Coordinate case management for accommodations.

Skills

Customer service focus

Strong analytical skills

Excellent communication skills

Conflict resolution skills

Ability to work independently

Education

College graduate

Job description

Job Overview

The Accommodation Consultant (AC) will work directly with employees and senior leadership in providing accommodations. The AC will be the primary contact for the employee as they proceed through the accommodation process. This role will have exceptional communication and organizational skills, superior attention to detail, ability to prioritize in a fastpaced environment, strong analytical and critical thinking skills, and a customer service focus that employees expect from Amazon.

Key Responsibilities

• Perform accommodation reviews to ensure compliance and support employee requests for accommodation in safe and productive assignments.
• Serve as a subject matter expert on the accommodations process and country specific guidance.
• Coordinate the accommodation process and provide end to end case management.
• Collaborate with stakeholders to determine and finalize accommodation approval or denial.
• Communicate the accommodation decision and partner with appropriate stakeholder(s) for implementation.
• Educate employees and HR on complicated aspects of the return to work accommodation and complex case processes.
• Direct employees to the appropriate resource for answers.
• Maintain a case load of up to 120 cases.
• Escalate complex issues to the Sr. Accommodation Consultant when necessary.
• Maintain system records to ensure accurate and timely information and documentation.
• Provide training for employees, managers, HR, and others in DLS.
• Adhere to internal SLAs and quality standards.
• Consult, coordinate, and partner with HR, Legal, Payroll, Benefits team members and other departments/systems as appropriate.
• Participate in other activities and projects within the DLS program.
• Maintain regular reliable and timely attendance.
• Perform other duties as assigned.

Qualifications

• College graduate with minimum of 2 years of experience in the Customer Service industry.
• Excellent written and spoken English skills with the ability to compose grammatically correct concise and accurate written responses.
• Handle all cases in USC, BALI, and SIM tool in English.
• Respond to inquiries regarding policies related to accommodations.
• Excellent interpersonal skills with the ability to communicate complex issues correctly and clearly to both internal and external customers.
• Demonstrate ability to work independently and make complex decisions with little to no guidance.
• Adhere to defined processes and ensure delivery in accordance with set Quality and SLA standards.
• Exceptionally strong customer handling and conflict resolution skills with a keen focus on policies, quality, and customer experience.
• Ensure that service levels are achieved at all times.
• Demonstrate ability to analyze problems logically and commit to change and process improvement (applying KAIZEN and LEAN methodologies).
• Effective prioritization of work time to ensure productivity and fulfill department standards for time spent and individually prioritize multiple tasks of competing urgency.
• Strong ability to exceed expectations with regard to performance and individual contribution.
• Ability to maintain high levels of confidentiality and data security standards.
• Passionate commitment to Amazon's emergence as the world's most customercentric company.

Additional Requirements

Ability to travel up to 25% of the time. Shifts: 24/7 environment including night shifts determined by business requirements.

About the Team

From a customer driven perspective, Accommodation Consultants strive to provide the best customer service and facilitate working at the best employer on earth. They work directly with customers at many levels from associates, managers, and legal representatives. The team provides expert knowledge in accommodation best practices and works with a team of managers, accommodation consultants, and administrative professionals to deliver service and equity to all individuals.

Employment Details

Employment type: Remote. Vacancy: 1. Experience: years. Contract.

EEO Statement

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