MyHR Live Support Advisor[S],MHLS

Key job responsibilities

Responsibilities

Amazon'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.
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This role requires excellent multitasking abilities, strong verbal and written communication skills, and the ability to thrive in a fast-paced contact center environment. If you're passionate about delivering exceptional customer service through live interactions and are ready to make a difference in people's lives, we want to hear from you!

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
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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.