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), leverages India's top talent to fuel global business growth. AIDC currently develops, supports, tests, and manages technologies, products, and services used by millions of Amazon customers worldwide. This role is within the MyHR Live Support team, a global 24/7 HR contact center supporting Amazon employees in multiple languages.

Responsibilities

• As a MyHR Live Support Advisor, you will be responsible for a high volume of live employee contacts, primarily via phone and potentially chat. Your key responsibilities include:
• * **High-Volume Contact Resolution:** Handling a significant number of calls and chats, ensuring each interaction is resolved effectively with a strong focus on problem-solving and exceptional customer service.
• * **Holistic Inquiry Resolution:** Resolving employee inquiries through available resources such as FAQs, knowledge base articles, and standard operating procedures, escalating complex or unresolved issues as needed.
• * **Empathetic Communication:** Building rapport and trust with employees through personalized, empathetic conversations, adapting resolution plans to meet individual employee needs.
• * **Prompt Response to Urgent Issues:** Addressing urgent employee issues immediately, ensuring appropriate communication and accurate documentation, even with limited information.
• * **Analytical Decision-Making:** Utilizing strong judgment, critical thinking, and rationale to balance process adherence with employee needs, making real-time decisions on resolution strategies.
• * **Cross-Functional Collaboration:** Regularly collaborating with partner teams to identify and address cross-functional issues and improve policies and processes.
• * **Performance Metric Achievement:** Maintaining high performance metrics including contact handling time, first-contact resolution rates, and customer satisfaction scores.
• * **Schedule Adherence:** Adhering to assigned schedules, including breaks and lunches, to ensure consistent 24/7 contact center coverage.
• * **Shift Flexibility:** Demonstrating flexibility in working various shifts, including evenings, weekends, and overnight shifts, to accommodate the global workforce across multiple 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.
• * Excellent written and verbal communication skills in English (85%+ proficiency).
• * Schedule flexibility to support 24/7 operations.
• * Reliable internet connection (50-100 Mbps) prior to starting employment.

Skills

• * 0-10+ years experience in contact center, customer service, human resources or equivalent experience.
• * Foundational knowledge of US legislation regarding Leave of Absence and Accommodations.
• * Understanding of US federal and state leave and disability laws.
• * Experience providing consultation and guidance on HR matters, benefits, and complex employee issues.
• * Exceptional customer service skills with a proven ability to demonstrate empathy.
• * Proven ability to adapt to changing workloads and manage customer interactions in a fast-paced environment.
• * Ability to handle confidential and sensitive employee information while adhering to strict data privacy regulations.
• * Strong attention to detail with the ability to analyze, problem-solve, organize, and prioritize multiple tasks.

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.