This is a seasonal opportunity. Conversion from this seasonal role to a regular full-time position is not guaranteed. Seasonal employees may not qualify for specific benefits and time off options based on their employee classification.
At Amazon, we believe that every day is still Day One. We are striving to be Earths 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.
Do you excel at real-time communication, problem-solving, and delivering exceptional customer service? The MyHR Live Support Team operates a state-of-the-art contact center, caring for 1.5 million Amazonians worldwide by assisting them with their HR needs. Our organization delivers best-in-class HR support to Amazon employees, applicants, and candidates globally. We specialize in topics related to time-off, employee relocations, offboarding processes, employment verification, benefits, bereavement support, and comprehensive pay and compensation services.
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 are approachable and able to handle sensitive situations with tact and diplomacy in real-time. You pride yourself on maintaining high ethical standards and confidentiality when dealing with sensitive employee information, conflicts of interest, and compliance issues.
You thrive in a fast-paced contact center environment, using your critical thinking and fact-finding skills to resolve issues efficiently. You excel at managing multiple tasks, priorities, and deadlines while maintaining a high level of customer satisfaction. You are adaptable and open to change, quickly adjusting to new policies, technologies, and industry trends.
Key Job Responsibilities
* 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 employees 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.
Basic Qualifications
* 2+ years’ experience in customer service.
* Fluent communication and writing skills in English (+85%).
* Schedule flexibility (we support a 24x7 operations).
* 20MB download and 4MB upload internet speed availability.
* High School Diploma
Preferred Qualifications
* 3-4+ years of contact center or equivalent experience.
* Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.
* Experience in providing consultation and guidance on human resources, benefits, or complex employee matters.
* Bachelors degree or advanced college education in a related field included but not limited to; Human Resources, Business Administration or Organization Development.
* Experience dealing with customers and exceptional use of empathy skills.
* Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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