Seasonal My HR Live Support Advisor, MHLS (Level 3), MyHR Live Support

Logistics, Sales & Operations · HR & Admin · HR Operations

In short

Amazon's MyHR Live Support team is looking for customer-focused professionals to assist 1.5 million Amazonians worldwide with their HR needs via phone and chat. This role requires excellent communication, problem-solving skills, and the ability to handle sensitive information with tact and diplomacy in a fast-paced contact center environment.

Responsibilities

Handle a high volume of live contacts via phone and chat, ensuring issue resolution with problem-solving and customer obsession.
Resolve inquiries by referring to documentation like FAQs and knowledge base articles, escalating when necessary.
Build customer trust through empathetic and personalized conversations, adapting resolution plans to employee needs.
Respond promptly to urgent employee issues, ensuring correct communication and documentation.
Use 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 timed breaks and lunches, for 24/7 support coverage.
Demonstrate flexibility in working various shifts, including evenings, weekends, and overnight shifts.

Requirements

Bachelor's degree or equivalent.
Knowledge of Microsoft Office products (Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.).
Experience in English-language communication skills, both written and verbal.
1+ years of customer service or 1+ years of contact center experience.

Desired Qualifications

1+ years of human resources experience.
Bachelor's degree in management, business administration, economics, engineering, or marketing.
1+ years of Microsoft Office products and applications experience.
Bachelor's degree in computer science, engineering, or mathematics.

Benefits

Inclusive culture empowering Amazonians.
Support for workplace accommodations for individuals with disabilities.

Skills

Customer ServiceMicrosoft OfficeExcelPowerPointOutlookSharePointInfoPathWord

#HR#Customer Support#Contact Center

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