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

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I korthet

Amazon's MyHR Live Support team is looking for a Seasonal HR Live Support Advisor in Andra Pradesh, India. This role involves handling a high volume of live customer contacts via phone and chat, resolving HR-related inquiries, and building customer trust through empathetic communication. The ideal candidate possesses strong problem-solving skills, proficiency in Microsoft Office, and at least one year of customer service or contact center experience.

Ansvarsområden

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.

Krav

Bachelor's degree or equivalent
Knowledge of Microsoft Office products and applications, including 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

Önskade kvalifikationer

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

Förmåner

Our inclusive culture empowers Amazonians to deliver the best results for our customers.
Workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process is available for individuals with disabilities.

Färdigheter

Microsoft OfficeExcelPowerPointSharePointOutlookInfoPath

#HR#Customer Service#Contact Center

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