Customer Service

3 days ago

Kolkata, India PTS Consulting Services Full time

The DLS Contact Specialist is the first point contact for Amazon employees via phone. You will have the opportunity to earn customer trust by gathering first-contact critical details to build the initial leave and/or accommodation case. Through this first-contact you will learn about the employee’s situation, create detailed documentation that will support the best course of action to process employee’s needs.

This role is unique as it will require you to use critical thinking and fact-finding skills to make decisions that will lead the entire leave and/or accommodation process from intake to case management support. The information gathered in the first contact sets the employee up for a frustration-free experience by providing expectations, timelines and next steps dependent upon the type of case created.

In addition to first point of contact responsibilities you will have opportunities to help improve the employee’s experience through continuous improvement projects to help drive solutions by sharing experience and knowledge that caused friction in the process.

This is a fast-paced environment requiring ability to quickly pivot through several communication forms, prioritization of work to be completed as well as follow-through and execution with attention to details while always keeping the customers’ needs first.

Key Responsibilities
- Build customer trust by adhering to confidential standards, sympathetic and meaningful initial conversations to gather necessary leave or accommodation needs assessment
- Ensure standardized handle times are met to promptly answer employee phone calls
- Other duties as assigned

Basic Qualifications
- 1+ years’ experience in customer service
- Proficient in English, both verbal and written

Preferred Qualifications
- Basic knowledge in US legislation both federal and state Leave of Absence and Accommodations
- 1 year of Leave and/or Accommodations experience, to include: previous work in a leave and disability claim management, with experience using case management systems, reviewing cases for eligibility, determining the appropriate benefits or disability pay benefits, and establishing/executing a case management plan
- Experience in providing consultation and guidance on leave of absence, human resources, benefits, or complex employee matters
- Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities
- Bachelor's degree or advanced college education in a related field included but not limited to; Human Resources, Business Administration or Organization Development

**Salary**: ₹10,000.00 - ₹30,000.00 per month

Schedule:

- Day shift
- Evening shift
- Morning shift
- Night shift
- Rotational shift

Ability to commute/relocate:

- Kolkata, West Bengal: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (required)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English (required)

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