[Hiring] MyHR Live Support Advisor @Amazon

Role Description

Amazon’s MyHR Live Support team is seeking customer-focused professionals who thrive in a dynamic contact center environment. As an HR Contact Center Professional, you will be at the forefront of our customer service operations, primarily handling live phone calls and/or chats. You are skilled at building positive relationships with employees through empathetic and effective communication.

• Handle a high volume of live contacts, primarily through phone calls and potentially chats.
• Resolve inquiries holistically by referring to available documentation and escalating when necessary.
• Build customer trust through empathetic, personalized conversations.
• Respond promptly to employees' urgent issues, ensuring proper communication and documentation.
• Use high judgment and critical thinking to balance process adherence with employees' needs.
• Consult and collaborate with partner teams on process changes to resolve cross-functional issues.
• Maintain high performance metrics in contact handling time, first-contact resolution, and customer satisfaction scores.
• Adhere to set schedules, including timed breaks and lunches, to ensure consistent coverage.
• Demonstrate flexibility in working various shifts, including evenings, weekends, and overnight shifts.

Qualifications

• Bachelor's degree or Advanced Degree.
• Experience in English-language communication skills, both written and verbal.
• 6+ months of customer service experience.
• 6+ months of human resources experience.
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Flexible with Voice and chat process.
• 6+ months of experience in contact center, customer service, human resources, technical support or equivalent experience.

Requirements

• 1+ years of human resources experience.
• 1+ years of customer service experience.
• 1+ years of technical support experience.
• 1+ years of Microsoft Office products and applications experience.
• Experience with strong analytical skills, attention to detail, and effective communication abilities.
• Experience handling confidential information and maintaining professionalism in dealing with senior executives.

Benefits

• Our inclusive culture empowers Amazonians to deliver the best results for our customers.
• Workplace accommodations available for individuals with disabilities during the application and hiring process.