The India Accommodation team in the DLS organization is building a best-in-class case management program to deliver accommodation services to Amazon employees across the India.
The India Accommodation team is a centralized team responsible for administering and managing accommodation requests and related queries.
The team uses the information provided by employees to determine the best and most feasible accommodation options for implementation.
The India Sign Language (ISL) Coordinator is a key member of our ISL program, who coordinates with employees and internal teams.
The coordinator s assignments include coordinating in-person services for group meetings or events, as well as in-person meetings with individual employees.
The coordinator is highly skilled, proactive in responding to the customers interpretation related requests In addition, duties such as preparing presentation drafts, and taking minutes of meetings or scheduling meetings are common.
The coordinator s role also involves regular follow ups with customers and adjusting processes based on their feedback in a fast-paced environment.
Essential Responsibilities :
Responds to all new interpretation requests for accommodation and customer service needs within required time frames
Conducts the initial interactive process with employees which includes the overview of the interpretation process, roles and responsibilities and timelines associated with the process
Generates and provides Intake Form to respective business or vendor
Creates and maintains accurate, timely, and compliant records with respect to the conversations with the business.
Creates and maintain the SOPs and training material related to the ISL program
Creates and maintain the event calendar for the ISL training program in India
Works closely with the ISL Specialist I & II to draft and address the ISL program learning needs in India for various business groups
Has proficient understanding of use of all applicable information systems
Provide updates to the leaders and ISL team on the current requests from business
Has ability to solve customer service issues and demonstrates a passion for delivering a positive Customer experience
Develops and achieves performance goals and objectives in order to achieve customer promise expectations ensuring accuracy and quality
Following-up to ensure consistency; taking follow up action as necessary and documenting the issue and actions taken
Proficient understanding of ISL functions and procedure
Seek ISL Specialists I & II to remove barriers that are causing friction
Apply flexibility to respond quickly to change and reprioritize in the face of emerging issues.
Identify opportunities and gaps in the process and suggest solutions.
Communicate regular updates to the employee using both ISL and English verbal and in writing.
Perform activities to ensure compliance with standard work, legal regulations, and company policy.
Consult, coordinate and partner with HR, Safety, GREF, Payroll, Benefits and other departments / systems as appropriate.
Other duties as assigned, Fluency in both Indian Sign Language and English with superior sign-to-voice and voice-to-sign language skills
Indian Sign Language Basic Certification from a registered institute.
Bachelor s Degree from accredited University
ISL - Higher Level Certification or DISLI (Diploma course in Indian Sign Language Interpretation) or Diploma in Teaching Indian Sign Language (DTISL)
Excellent Communication skills (English and ISL)
1-2 years professional interpreting experience in a wide variety of environments
Experience using tactile ISL, tactile, and close visual interpretation for individuals who are Deaf-Blind
Oral interpretation for deaf or hard of hearing individuals who rely on lip-reading
Exceptional customer service and communication skills, both verbal and in writing
Demonstrated ability to deal with confidential information, including sensitive human resources situations
Strong problem solving, time management and priority setting skills
Amazon is an Equal Opportunity-Affirmative Action Employer Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation.