Tax Analyst I - Tax Engine
Amazon
Hyderabad , TS, IN
4d ago

Job Description

Global Tax Calculation Services Program Customer Service is obsessed with solving tax escalation issues for all Amazon customers.

To get there, we need exceptionally talented, bright, and driven people. In alignment with Amazon’s customer obsession philosophy, we are bolstering our Customer Support team to provide world-class service.

We are looking for a highly skilled CS Tax Specialists to complete tactical and complex tasks to resolve escalated customer issues.

CS Tax Specialists are adept at multi-tasking as they troubleshoot tax issues through root cause analysis when responding to highly escalated customers issues.

Team members are passionate about obsessing over our customers, rebuilding trust and advocating on a customer’s behalf to address issues, while mitigating risk.

This is a career game-changing opportunity if you relish working closely with senior leaders to play a key role in a fast-

paced, ambiguous environment where priorities change daily and discretion is used in making daily business judgment decisions.

You can expect to have work-life balance, but will need to have some flexibility on working hours to accommodate meetings with managers, employees, and customers in other time zones.

This opportunity requires the candidate to train in the United States for a minimum of 8 weeks.

Key Duties and Responsibilities

  • Resolve customer tax escalations that originate from Customer Service (CS) or other teams and Amazon (AMZN) corporate executives.
  • Identify and drive process improvements to customer facing issues in cooperation with senior management, our development teams, operations, customer experience, and product management.
  • Resolve email contacts within established quality and service level goals.
  • Drive root cause analysis of top level escalations.
  • Maintain and update procedural manuals and reference materials.
  • Review and process escalated customer tax exemption certificates and requests.
  • Objectively handle highly sensitive situations with integrity and discretion.
  • Become subject matter expert for CS Tax and be able to coach / train other associates.
  • Maintain complete and accurate documentation of all customer interactions and responses.
  • Communicate effectively with other departments, in and outside of Tax, in researching complaints and acting as a resource.
  • Serve as an escalation path and mentor for CS tax teams abroad.
  • About Global Tax Calculation Services Program

    The Global Tax Calculation Services Program is comprised of tax professionals and software engineers that are responsible for providing end-

    to-end global transaction tax calculation solutions (sales and use taxes, value-added taxes, good and services taxes, and other consumption taxes) to Amazon and thousands of other merchants selling on Amazon marketplaces and other e-commerce platforms.

    Basic Qualifications

  • Experience handling escalated customer issues.
  • Minimum 6+ months in Amazon Customer Service.
  • Knowledge of Amazon Customer Service Central and Paragon.
  • Knowledge of both Windows and Mac operating systems.
  • Previous experience supporting escalated customer issues.
  • Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects.
  • Excellent written and verbal skills required.
  • Ability to multi-task and make tough decisions in a fast-paced environment.
  • Ability to work with technical and non-technical business owners to accomplish goals.
  • Ability to collaborate cross-functionally and work with a wide range of stakeholders.
  • Preferred Qualifications

  • BA / BS or Associate’s degree OR related technical training OR equivalent work experience.
  • Experience working with remote teams and external partners.
  • United States and Canada tax knowledge preferred.
  • Critical thinker, especially as applied to determining customer needs and providing appropriate solutions.
  • Problem solving and troubleshooting skills.
  • Effective time management and multitasking skills.
  • Work well in a team environment.
  • Sound judgment, decision making and conflict resolution skills in pressure situations.
  • Strong organizational and time management skills.
  • Ability to empathize with and prioritize customer needs.
  • Amazon is an Equal Opportunity Employer Minority / Women / Disability / Veteran / Gender Identity / Sexual Orientation / Age.

    BASIC QUALIFICATIONS

  • Experience handling escalated customer issues.
  • Minimum 6+ months in Amazon Customer Service.
  • Knowledge of Amazon Customer Service Central and Paragon.
  • Knowledge of both Windows and Mac operating systems.
  • Previous experience supporting escalated customer issues.
  • Track record for being detail-oriented with a demonstrated ability to self-motivate and follow-through on projects.
  • Excellent written and verbal skills required.
  • Ability to multi-task and make tough decisions in a fast-paced environment.
  • Ability to work with technical and non-technical business owners to accomplish goals.
  • Ability to collaborate cross-functionally and work with a wide range of stakeholders.
  • PREFERRED QUALIFICATIONS

  • BA / BS or Associate’s degree OR related technical training OR equivalent work experience.
  • Experience working with remote teams and external partners.
  • United States and Canada tax knowledge preferred.
  • Critical thinker, especially as applied to determining customer needs and providing appropriate solutions.
  • Problem solving and troubleshooting skills.
  • Effective time management and multitasking skills.
  • Work well in a team environment.
  • Sound judgment, decision making and conflict resolution skills in pressure situations.
  • Strong organizational and time management skills.
  • Ability to empathize with and prioritize customer needs.
  • Apply
    Add to favorites
    Remove from favorites
    Apply
    My Email
    By clicking on "Continue", I give neuvoo consent to process my data and to send me email alerts, as detailed in neuvoo's Privacy Policy . I may withdraw my consent or unsubscribe at any time.
    Continue
    Application form