Accommodation Consultant MENA

OverviewThe 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 requires exceptional communication and organizational skills, superior attention to detail, ability to prioritize in a fast-paced environment, strong analytical and critical thinking skills, and a customer service focus that employees expect from Amazon.ResponsibilitiesPerform accommodation reviews to ensure compliance and to support employee requests for accommodation in safe and productive assignmentsServe as a subject matter expert on the accommodations process as well as country-specific guidanceCoordinate the accommodation process and provide end-to-end case managementCollaborate with stakeholders to determine and finalize accommodation approvals/denialsCommunicate the accommodation decision and partner with appropriate stakeholder(s) for implementationEducate employees and HR on complicated aspects of the return-to-work accommodation and complex case processesDirect employees to the appropriate resource for answersMaintain a case load of up to 120 casesAbility to discern when to escalate complex issues to the Sr. Accommodation ConsultantMaintain system records to ensure accurate and timely information/documentationProvide training for employees, managers, HR and others in DLSAdhere to internal SLAs and quality standardsConsult, coordinate and partner with our HR, Legal, Payroll, Benefits team members and other departments/systems as appropriateParticipate in other activities and projects within the DLS programMaintain regular, reliable and timely attendancePerform other duties as assignedAbility to travel as appropriate (up to 25% of the time)Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirementAbout the teamFrom 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. They work with a team of managers, Accommodation Consultants and administrative professionals to deliver service and equity to all individuals.QualificationsCollege graduate with minimum of 2 years of experience in the Customer Service industryExcellent written/spoken English skills with an ability to compose grammatically correct, concise and accurate written responsesHandle all cases in USC / BALI / SIM tool in EnglishResponding to inquiries regarding policies related to accommodations, etc.Excellent interpersonal skills with the ability to communicate complex issues correctly and clearly to both internal and external customersDemonstrate ability to work independently and make complex decisions with little to no guidanceAdhere to defined processes and ensure delivery in accordance with set Quality & SLA standardsExceptionally strong customer handling and conflict resolution skills with a keen focus on policies, quality and customer experienceEnsure that service levels are achieved at all timesDemonstrate ability to analyze problems logically and commit to change and process improvement (KAIZEN & LEAN methodologies as applicable)Effective prioritization of work time to ensure productivity and ability to manage multiple tasks of competing urgencyStrong ability to exceed expectations with regard to performance and individual contributionAbility to maintain high levels of confidentiality and data security standardsPassionate commitment to Amazons emergence as the worlds most customercentric companyOur inclusive culture empowers Amazonians to deliver the best results for our customersIf you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.Required ExperienceContract#J-18808-Ljbffr