Responsibilities/Tasks

As the reference person for all disability related questions in the organization, you will be part of the Customer Success Team and responsible for:

Management of candidates with disabilities or health related problems:

• Within a set frame of procedures, together with an external provider, respond to queries and offer solutions in a timely manner
• For each request, create an accommodation letter and complete it together with the test-taker in order to ensure the form is compliant and adapted to the specific case and need.
• Contact with our test center network to coordinate special accommodations and organization
• Coordination with Logistics team for specific material delivery
• Management of out of process orders upon request

Coordination of internal test center for accommodation and special sessions:

• Creation of test sessions in the system with accommodation possibilities in collaboration with Operations team
• Follow-up on registrations for the internal test center
• Coordination with Finance team for invoicing adjustments, generate and follow-up on payment links
• Raise technical issues or improvement needs to the Digital Factory team

Project contributor and process improvement:

• Be the contact person/ the reference person for all disability related questions in the organization
• Write processes and update them on an ongoing basis
• Keep up to date knowledge on regulations about disabilities.
• Support and actively participate in the digitalization of accessibility and accommodation processes
• Contribute to all new projects to ensure accessibility is compliant

Requirements

• Higher education degree and 2/3 years of experience in Customer Service in an international context
• Excellent communication skills, both writing and speaking, capacity to explain.
• Curiosity and empathy – will to support clients with special needs
• Strong interest for disabilities related topics and legislation.
• Autonomous, proactive and detail oriented.
• Good practice of Excel
• Experience as a “Disability support officer” would be a plus
• A good command of written and spoken French and English is essential (writing, technical documentation, contacts with international teams)