MyHR Live Support Advisor [S], MHLS
DescriptionAt 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.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 responsibilitiesResponsibilitiesAmazon’s MyHR Live Support team is comprised of HR Contact Center Professionals supporting Amazon employees globally within multiple languages, with services 24 hours a day, 7 days a week in some countries. As a MyHR Live Support Advisor, 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.
- 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
- 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.