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Seasonal My HR Live Support Advisor , MHLS

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Amazon

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    People, HR & Administration

AI generated summary

  • You need 2-5+ years in HR/customer service, strong Microsoft Office skills, flexibility for 24x7 shifts, a relevant degree, and experience handling sensitive employee matters with empathy.
  • You will handle employee inquiries via phone, chat, and email, providing empathetic support, problem-solving, and collaborating with teams to resolve issues and improve processes.

Requirements

  • 2-5+ years’ experience in contact center, customer service, human resources or equivalent experience.
  • Proven ability using Microsoft Office skills and other computer or internet based programs
  • Schedule flexibility (support a 24x7 operations)
  • 5+ years’ experience in contact center, customer service, human resources or equivalent experience.
  • Previous HR experience.
  • Bachelor's degree or advanced college education in a related field included but not limited to; Human Resources, Business Administration or Organization Development.
  • 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.

Responsibilities

  • Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
  • Receive and resolve inquiries primarily via phone, chats, tickets and emails from employee contact channels.
  • 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 plan to each employee’s changing needs.
  • Respond to employees impacting issues that may arise and ensure the right communication and documentation occurs, even when information is limited.
  • Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on resolution for their requests.
  • Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.

FAQs

What is the duration of the Seasonal My HR Live Support Advisor role?

The assignment duration is eleven (11) months based on business needs.

Is there a possibility of converting to a full-time position after the seasonal role?

Conversion from this seasonal role to a regular full-time position is not guaranteed.

What are the working hours for this position?

The position requires schedule flexibility to support a 24x7 operations environment.

What qualifications are preferred for this role?

Preferred qualifications include 5+ years of experience in contact centers, customer service, human resources, or equivalent experience, as well as a Bachelor's degree or advanced college education in a related field.

What types of inquiries will I be responsible for resolving?

You will handle inquiries related to Time Away, Work Events, Life Events, and Pay & Compensation services for Amazon employees.

What skills are emphasized for this role?

Strong communication, empathy, critical thinking, problem-solving, and organizational skills are emphasized for this role.

Will I be required to manage sensitive employee information?

Yes, you will need to manage confidential and sensitive employee information and adhere to strict data privacy standards.

How should I handle complex employee matters?

You should provide consultation and guidance on human resources, benefits, or complex employee matters, using empathy and critical thinking.

Is experience in human resources required for this role?

Previous HR experience is preferred, as well as the ability to assist in complex HR-related issues.

Are there any benefits for seasonal employees?

Seasonal employees may not qualify for specific benefits and time-off options based on their employee classification.

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Amazon

Retail & Consumer Goods
Industry
10,001+
Employees
1994
Founded Year

Mission & Purpose

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.