Jobs in UAE - ERC Senior Administrator at Amazon – UAE

ERC Senior Administrator at Amazon – UAE 

Job Description:

· Receive queries via phone in English and Arabic, email or chat and log contacts into the shared service case management system
· Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved
· Take ownership of customer / employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
· Identify gaps in the supporting documentation and also areas where the level of customer service could be improved driving increased numbers of questions / queries being resolved at first contact
· Carry out audits and checks on responses and cases raised as required to ensure a high degree of accuracy and ongoing service delivery
· Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging
· Be part of a team that actively seeks customer feedback to improve levels of service
· Participation in the continuous improvement of HR processes.
· Shift working patterns, 7 days a week (40 hours a week)

Job Requirements:

Education:

· Bachelor’s degree required from an accredited university

Technical Knowledge/ Skills/ Training required:         

· Superior attention to detail and ability to prioritize in a fast-paced environment to work in this rapidly changing HR environment
· Experience creating process documentation
· Ability to self-audit for very high level of accuracy.
· Ability to prioritize workflow daily and ensure service levels are achieved at all times
· MS Office experience required – Proven experience working with Windows, Word, Excel, and PowerPoint
· Established subject matter expertise in Client Servicing
· Knowledge of the organizations inter-department relationships and the ability to work with all levels of the organization
· Should be flexible for working in 24/7 environment mandatory

To Apply:
https://www.amazon.jobs/en/jobs/1014409/erc-senior-administrator

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