MyHR Live Support Advisor [S], MHLS Advisor [S]

About the Role

Amazon's MyHR Live Support team is seeking customer-focused professionals who thrive in a dynamic contact center environment. The MyHR Live Support Team operates a state-of-the-art contact center, caring for 1.5 million Amazonians worldwide by assisting them with their HR needs. Our organization delivers best-in-class HR support to Amazon employees, applicants, and candidates globally. We specialize in topics related to time-off, employee relocations, offboarding processes, employment verification, benefits, bereavement support, and comprehensive pay and compensation services.

Key Responsibilities

• Handle a high volume of live contacts, primarily through phone calls and potentially chats, taking ownership to ensure 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.

Requirements & Tech Stack

• Excellent multitasking abilities
• Strong verbal and written communication skills
• Ability to thrive in a fast-paced contact center environment
• Flexible with Voice and chat process

Qualifications

• Bachelor's degree or Advanced Degree
• 6+ months of customer service experience
• 6+ months of human resources experience
• 6+ months of experience in contact center, customer service, human resources, technical support or equivalent experience.
• Ability to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Experience in English-language communication skills, both written and verbal.

Preferred 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 that includes strong analytical skills, attention to detail, and effective communication abilities.
• Experience in human resources.
• Bachelor's degree, or Master's degree in business, operations, human resources, adult education, organizational development, instructional design or related field.
• Experience handling confidential information and maintaining professionalism.