My HR Live Support Advisor , MHLS Time
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. The MyHR Live Support (MHLS) Team is seeking someone who is passionate about making a difference in people’s lives.
Do you enjoy communicating with people, being empathetic, solving problems, and improving the experience of customers? The MyHR Live Support Team cares for 1.5 million Amazonians around the world by assisting them with their HR needs. Our organization delivers best-in-class HR support for topics related to Time Away, Work Events, Life Events, and Pay & Compensation services to Amazon employees, applicants, job seekers, and candidates globally.
As an HR Professional, you are someone who is skilled at building positive relationships with employees and colleagues. You are approachable and able to handle sensitive situations with tact and diplomacy. You pride yourself on maintaining high ethical standards and confidentiality when dealing with sensitive employee information, conflicts of interest, and compliance issues.
You get excited to use your critical thinking and fact-finding skills. You excel at managing multiple tasks, priorities, deadlines, and have strong organizational skills. You are adaptable and open to change, and you quickly adjust to new policies, technologies, and industry trends. You are customer obsessed and regardless of the contact channel, you will take phone calls, chat online, and work on employee tickets to solve problems
Key job responsibilities
The MHLS team is comprised of HR Professionals supporting Amazon employees globally within multiple languages, with services 24 hours a day, 7 days a week in some countries. As a MHLS Professional your responsibilities will be:
• Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
• Receive and resolve inquiries primarily via phone, chats, tickets and emails from employee contact channels.
• 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 plan to each employee’s changing needs.
• Respond to employees impacting issues that may arise and ensure the right communication and documentation occurs, even when information is limited.
• Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on resolution for their requests.
• Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.
BASIC QUALIFICATIONS
- Must have Bachelor's Degree or Master’s degree
- 0-10+ years’ experience in contact center, customer service, human resources or equivalent experience.
- Fluent communication and writing skills in English (+85%).
- Schedule flexibility (support a 24x7 operations).
- Internet connection before joining date with a speed range of 50-100 Mbps
PREFERRED QUALIFICATIONS
- 5+ years’ experience in contact center, customer service, human resources or equivalent experience.
- Basic US legislation Leave of Absence and Accommodations knowledge.
- Knowledge of US federal and state leave and disability laws.
- Experience in providing consultation and guidance on human resources, benefits, or complex employee matters.
- Experience dealing with customers and exceptional use of empathy skills.
- Proven ability to adjust to constantly changing workloads and manage customer contacts in a fast pace environment.
- Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
- Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.