Customer Service Associate - HR Contact Center

About the Role

The MyHR Live Support team at Amazon operates as a global contact center providing 24/7 multilingual support to Amazon employees. Join us as an HR Contact Center Associate to manage high volumes of live communications and deliver exceptional service to employees worldwide.

Key Responsibilities

• Manage numerous live contacts daily via phone calls, chats, cases, and tickets, ensuring issues are resolved promptly with strong problem-solving and customer focus.
• Address inquiries comprehensively by consulting resources such as FAQs, knowledge bases, and SOPs; escalate cases when standard processes don't suffice.
• Establish trust through empathetic and customized conversations, adapting resolutions dynamically to meet employees' evolving needs during interactions.
• Address urgent employee concerns quickly, ensuring appropriate communication and accurate documentation, even in uncertain situations.
• Apply sound judgement and critical thinking to balance adherence to procedures with employees' needs, deciding suitable resolutions in real time.
• Collaborate frequently with partner teams to address cross-functional issues and suggest process improvements.
• Maintain strong performance metrics including contact handling time, first-contact resolution, and customer satisfaction.
• Follow assigned schedules strictly, including breaks and lunches, to maintain consistent support coverage in a 24/7 operational environment.
• Demonstrate flexibility by working diverse shifts including evenings, weekends, and overnight hours to service Amazon’s global workforce.

Qualifications

• Bachelor's degree or higher qualifications.
• 0 to 10+ years of experience in contact center, customer service, human resources, or a related field.
• Minimum six months support experience with Microsoft Office applications.
• Experience working in environments handling confidential information.
• Fluent verbal and written English communication skills.

Preferred Skills

• At least two years of contact center or customer support experience.
• Basic proficiency with Excel including user navigation, mathematical and logical functions, and lookup operations.
• Experience advising on employee leave, benefits, or complex HR issues.
• Able to efficiently resolve problems under pressure and manage technical or development support scenarios.
• Capability to manage workload effectively in fast-paced, high-stress environments.
• Professional handling of confidential data and experience interfacing with senior management.
• Skill in juggling multiple priorities and responsibilities simultaneously.

Additional Information

Amazon fosters an inclusive environment that empowers its employees to deliver outstanding results. Applicants requiring accommodations for disabilities during the recruitment or onboarding process are encouraged to request necessary support.

Work Location: Amazon Dev Center India, Hyderabad

Job Reference ID: A3147126