[Hiring] MHLS Advisor @Amazon

Role Description

The hub will provide a multi-language capability to our internal customers and we are looking forward for a dynamic, organized self-starter to join our My HR Live Support (MHLS) team located in Beijing. The teams will utilize Japanese and English to provide first point of contact for Amazon Japan employees and managers via phone, email and tickets (Contact Center Environment). This role is the front face of our service to our internal customers and demands an ability to answer questions and solve problems but also strong customer service skills. Deliver the highest standards of service in any customer interaction and ensure an accurate, efficient and personalized resolution of queries through the effective use of systems, tools and resources.

Responsibilities

• Receive queries via phone, 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 in Japanese and English. 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.

Qualifications

• Bachelor's degree or equivalent
• Experience working in a fast-paced, rapidly changing operations environment
• Speak, write, and read fluently in Japanese
• 1+ years of Microsoft Office products and applications experience
• 1+ years of customer service experience
• 1+ years of human resources experience

Company Description

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit this link for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.