About the company and role

Amazon is a leading company committed to Company’s mission or purpose. We are seeking a highly motivated MHLS Associate to join our team in Work From Home. In this role, you will be responsible for described the primary responsibilities below please have a look. We are looking for individuals with a strong background in Relevant skills or experience mentioned bellow, excellent problem-solving abilities, and a passion for Industry/Fied. If you are a talented and dedicated professional who thrives in a fast-paced environment, we encourage you to apply.

Job Description

Amazon India Development Center (AIDC), established in Bangalore in 2004, with subsequent centers in Bangalore (2005) and Chennai (2006), was founded on the vision of leveraging India's top talent to fuel global business growth. Currently, AIDC plays a crucial role in building, supporting, testing, and managing the technology, products, and services that support millions of Amazon customers worldwide. This position is within the MyHR Live Support team, a global 24/7 operation supporting Amazon employees.

Responsibilities

• As a MyHR Live Support Advisor, you will be a key member of Amazon's MyHR Live Support team, providing 24/7 support to Amazon employees globally in multiple languages. Your core responsibilities will include:
• * Handling a high volume of live contacts primarily via phone calls (and potentially chats), taking ownership of each interaction and ensuring resolution with a high degree of problem-solving skills and unwavering customer focus.
• * Providing holistic resolution of employee inquiries by utilizing available resources such as FAQs, knowledge base articles, and standard operating procedures, escalating issues when necessary.
• * Building and maintaining trust with employees through empathetic, personalized conversations, adapting resolution plans to meet individual employee needs in real-time.
• * Responding promptly to urgent employee issues, ensuring accurate communication and thorough documentation, even with limited information.
• * Utilizing strong judgment, critical thinking, and rational decision-making to balance process adherence with employee needs, determining real-time resolutions for employee requests.
• * Regularly collaborating with partner teams to identify and implement process improvements to resolve cross-functional issues and enhance policies.
• * Maintaining high performance metrics across key areas, including contact handling time, first-contact resolution, and customer satisfaction scores.
• * Adhering to established schedules, including scheduled breaks and lunch periods, to ensure consistent 24/7 coverage and support for contact center operations.
• * Demonstrating flexibility in working various shifts, encompassing evenings, weekends, and overnight shifts, to provide comprehensive support to our global workforce across diverse time zones.

Education Qualification

• * Bachelor's Degree or Master's degree required.
• * 0-10+ years of experience in a contact center, customer service, human resources, or a comparable role.
• * Fluent written and verbal communication skills in English (85%+ proficiency).
• * Demonstrated schedule flexibility to support 24x7 operations.
• * Reliable internet connection (50-100 Mbps) available prior to start date.

Skills

• * 0-10+ years experience in contact center, customer service, human resources or equivalent experience.
• * Basic understanding of US legislation concerning Leave of Absence and Accommodations.
• * Knowledge of US federal and state leave and disability laws.
• * Proven experience in providing consultation and guidance on human resources, benefits, or complex employee matters.
• * Exceptional customer service skills with a strong emphasis on empathy and understanding.
• * Ability to adapt to fluctuating workloads and manage customer contacts effectively in a fast-paced environment.
• * Ability to handle confidential and sensitive employee information while adhering to strict data privacy standards.
• * Meticulous attention to detail with the ability to analyze, problem-solve, organize, and manage multiple priorities simultaneously.

How to Apply

1. Review Job Details: Read through all the job details on this page to understand the requirements and responsibilities.
2. Click the Apply Link: Scroll down and click the “Apply Link” button to be redirected to the official website.
3. Fill Out the Application: On the official website, fill out the application form with the provided information.
4. Double-Check Your Information: Before submitting your application, review all the details you’ve provided to ensure accuracy and completeness.
5. Submit Your Application: Once you’re satisfied with your application, submit it through the official website as instructed.