Address
Form of work
Salary- High school or equivalent
- 3+ years’ experience in contact center, customer service, human resources or equivalent experience.
- Demonstrated proficiency handling customer contacts, queries and resolutions.
- Proven ability using Microsoft Office skills and other computer or internet based programs.
- Ability to multi-task and agility to change in fast-paced dynamic environment.
- Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.
- Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
- Schedule flexibility (support a 24x7 operations).
The MHLS Core team is part of the HR organization. MHLS Core is the first point of contact by phone, chat or tickets for inquiries related to payroll, policies and benefits, among others.
The MHLS Core associate is an HR representative that takes care of phone related contacts from Amazon employees across the US, EMEA, Canada and LATAM. Associates will work one-on-one with employees while maintaining successful partnerships with HR Business Partners, Benefits, Stocks, Payroll, Talent Management and Operations partners to find the solution for the customer while providing a world-class employee experience.
In this role you will master your research skills and ability to resolve HR issues coming in via the MHLS phone system while using our case management system to document and track every call with high level of accuracy. Moreover, you will encourage self-service tools available for all employees.
As a member of the HR organization, you will handle confidential and sensitive information, as well as demonstrate strong integrity and ethical behaviors. You will use your strong analytical and critical-thinking skills to bring about continuous improvement on a daily basis; put your exceptional customer service, communication, organizational skills, superior attention to detail and ability to prioritize to work in a fast-paced, rapidly changing HR environment.
Key job responsibilities
MHLS Core team provides support 24 hours a day 7 days a week. Work shifts are variable of five (5) days per week between Sundays to Saturdays.
As an HR Contact Center Associate your responsibilities will be:
- Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
- Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate when these cannot be resolved
- Build customer trust through empathetic personalized conversations
- Receive queries via phone/chat and log contacts into the shared service case management system
- Work closely with partner teams to keep up to date on process changes, partner for quick resolution of cross-functional issues, and consult to improve processes
We are open to hiring candidates to work out of one of the following locations:
Virtual Location - PA
- 4+ years’ experience in contact center, customer service, human resources or equivalent experience.
- Knowledge of US federal and state laws.
- Experience in providing consultation and guidance on human resources, benefits, or complex employee matters.
- 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.
- Proven ability to manage customer contacts in a fast paced environment.
- Proven ability to adjust to constantly changing workloads.
- Proven ability to follow existing process with high attention to detail.
- Additional languages a plus.
- Experience dealing with customers and exceptional use of empathy skills.
