In short
Amazon's MyHR Live Support team is hiring HR Contact Center Professionals to assist Amazon employees globally with HR needs via phone and chat. This remote role requires strong customer service, problem-solving, and communication skills, with a flexible schedule and a focus on maintaining high performance metrics and confidentiality.
Responsibilities
- Handle a high volume of live contacts (phone and chat), ensuring resolution with problem-solving and customer obsession.
- Resolve inquiries by referring to documentation (FAQs, knowledge base, SOPs) and escalating when necessary.
- Build customer trust through empathetic, personalized conversations and adjusting resolution plans.
- Respond promptly to urgent issues, ensuring proper communication and documentation.
- Utilize judgment, critical thinking, and rationale to balance process adherence with employee needs.
- Consult and collaborate with partner teams on process changes to resolve cross-functional issues.
- Maintain high performance metrics in contact handling time, first-contact resolution, and customer satisfaction.
- Adhere to set schedules, including breaks and lunches, for 24/7 support coverage.
- Demonstrate flexibility in working various shifts (evenings, weekends, overnight) to support global workforce.
Requirements
- Bachelor's degree or Advanced Degree.
- Experience in English-language communication skills, both written and verbal.
- 6+ months of customer service experience.
- 6+ months of human resources experience.
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
- Flexible with Voice and chat process.
- 6+ months of experience in contact center, customer service, human resources, technical support or equivalent experience.
Desired Qualifications
- 1+ years of human resources experience.
- 1+ years of customer service experience.
- 1+ years of technical support experience.
- 1+ years of Microsoft Office products and applications experience.
- Experience with strong analytical skills, attention to detail, and effective communication abilities.
- Experience in managing and troubleshooting network and experience in networking administration and troubleshooting.
- Experience working with customers with a passion for delivering exceptional service.
- Experience handling confidential information and maintaining professionalism in dealing with senior executives.
- Experience with end-to-end project management.
#HR#Contact Center#Customer Service#Live Support#Phone Calls#Chats#Human Resources#Employee Support
Company
Amazon
Job Posted
1 week ago
Employment Type
Full Time
WorkMode
Remote
Experience Level
Associate
Locations
Hyderabad, India
Bangalore, India
India
Qualification
Bachelor, Master
Applicants
Be an early applicant