[Hiring] Senior HR Contact Center Associate @Amazon

Role Description

The My HR Live Support (MHLS) Team is seeking a Senior Advisor to support the Tier 2 Specialty Operation. The MHLS Tier 2 Specialty Team provides customer service to Amazon employees through phone, chat, ticketing, and case management channels, addressing inquiries related to:

• Benefits
• Payroll
• Leave of absence
• Data management
• Onboarding
• Terminations
• Absence reporting requests

This role serves as a point of contact for the team, offering immediate assistance on complex issues and handling challenging contacts. The Senior Advisor reports to the Team Manager and provides subject-matter expertise and comprehensive support in resolving matters related to all HR inquiries.

The role requires proficiency in:

• Answering questions
• Obtaining accurate information from SOPs and knowledge centers
• Providing direct support through live and written channels
• Understanding employee situations
• Applying appropriate benefits
• Responding to changing circumstances

Trends and patterns are escalated to management to address training or quality gaps identified during daily operations.

The ideal candidate possesses:

• Exceptional communication and organizational skills
• Keen attention to detail
• The ability to prioritize in a fast-paced environment
• Strong relationship-building and influencing abilities
• Robust analytical and critical thinking skills
• A customer service focus aligned with Amazon's global standards

Key job responsibilities include:

• Handle and resolve HR queries in both German and English
• Take full accountability for each employee contact
• Identify gaps in supporting documentation and internal processes
• Communicate effectively both verbally and in written form with employees
• Actively seek employee feedback to continuously improve service levels
• Work rotational shifts across weekdays and weekends

Qualifications

• Proficiency in written and verbal in German (C1 CEFR) and English (C1 CEFR)
• Computer skills (Windows, Microsoft Office, Outlook)
• Bachelor’s degree or equivalent experience
• Experience in Human Resource management or customer service

Requirements

• Relevant work experience in administration, customer service/call center, or HR environment
• Very good proficiency in additional European languages beyond English and German
• Demonstrated ability to work effectively in international teams
• Proven ability to handle confidential information with discretion
• Flexibility and adaptability to work in a fast-paced, dynamic environment
• Strong interpersonal and communication skills

Benefits

• Annual membership in medical clinic
• Life insurance
• Retirement pension
• Career development

Company Description

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.

Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice to know more about how we collect, use and transfer the personal data of our candidates.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.