[Hiring] Seasonal My HR Live Support Advisor @Amazon

Role Description

At Amazon, we believe that every day is still Day One. We are striving to be Earth's Best Employer and to get there, we need exceptionally talented, bright, and driven people. 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 someone who is skilled at building positive relationships with employees through empathetic and effective communication. You pride yourself on maintaining high ethical standards and confidentiality when dealing with sensitive employee information, conflicts of interest, and compliance issues.

Your primary responsibilities will be:

• Handle a high volume of live contacts, primarily through phone calls and potentially chats, taking ownership in ensuring each interaction is resolved with a high degree of problem-solving and customer obsession.
• Resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved.
• Build customer trust through empathetic, personalized conversations by assessing and adjusting resolution plans to each employee's changing needs during live interactions.
• Respond promptly to employees' urgent issues, ensuring the right communication and documentation occurs, even when information is limited.
• Use high judgment, critical thinking, and rationale to balance process adherence with employees' needs, analyzing and deciding on resolutions for their requests in real-time.
• Consistently consult and collaborate with partner teams on process changes to resolve cross-functional issues and improve policies.
• Maintain high performance metrics in areas such as contact handling time, first-contact resolution, and customer satisfaction scores.
• Adhere to set schedules, including timed breaks and lunches, to ensure consistent coverage and support for our 24/7 contact center operations.
• Demonstrate flexibility in working various shifts, including evenings, weekends, and overnight shifts, to support our global workforce across different time zones.

Qualifications

• Bachelor's degree or equivalent
• Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
• Experience in English-language communication skills, both written and verbal
• 1+ years of customer service, or 1+ years of contact center experience
• 1+ years of human resources experience, or Bachelor's degree
• 1+ years of customer service experience, or Bachelor's degree in management, business administration, economics, engineering, marketing
• 1+ years of Microsoft Office products and applications experience, or Bachelor's degree in computer science, engineering, mathematics or equivalent

Benefits

• 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.