Job ID: 2799953 | Amazon (China) Holding Company Limited
At Amazon we believe that every day is still day one.
A day to take a first step. A day to look forward to new challenges. And today is that day for you. It's your day to be part of something great. A day to make your ideas come to life. And your day to join a company that redefines itself every day. That's the energy and passion behind Amazon. At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers.
Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds. This is your chance to make history.
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 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.
Key job responsibilities
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. 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.
BASIC QUALIFICATIONS
- Bachelor’s degree required from an accredited university
- Fluent in Mandarin and Japanese, English is a plus
- Customer Service Experience
- Computer literacy (Excel, Word, PowerPoint, Outlook)
- Ability to work with confidential information
- Ability to work in changing environment
- Flexibility
PREFERRED QUALIFICATIONS
- International contact center or HR experience
- Knowledge of HR system
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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
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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