Seasonal My HR Live Support Advisor , MHLS

At Amazon, we believe that every day is still Day One. We are striving to be Earth’s Best Employer and to get there, we need exceptionally talented, bright, and driven people. The MyHR Live Support (MHLS) Team is seeking someone who is passionate about making a difference in people’s lives.

Do you enjoy communicating with people, being empathetic, solving problems, and improving the experience of customers? The MyHR Live Support Team cares for 1.5 million Amazonians around the world by assisting them with their HR needs. Our organization delivers best-in-class HR support for topics related to Time Away, Work Events, Life Events, and Pay & Compensation services to Amazon employees, applicants, job seekers, and candidates globally.

As an HR Professional, you are someone who is skilled at building positive relationships with employees and colleagues. You are approachable and able to handle sensitive situations with tact and diplomacy. You pride yourself on maintaining high ethical standards and confidentiality when dealing with sensitive employee information, conflicts of interest, and compliance issues.

You are customer obsessed and regardless of the contact channel, you will take phone calls, chat online, and work on employee tickets to solve problems.

Key job responsibilities

• Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
• Receive and resolve inquiries primarily via phone, chats, tickets and emails from employee contact channels.
• 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 plan to each employee’s changing needs.
• Respond to employees impacting issues that may arise and ensure the right communication and documentation occurs, even when information is limited.
• Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on resolution for their requests.
• Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.

• 2-5+ years’ experience in contact center, customer service, human resources or equivalent experience.
• Proven ability using Microsoft Office skills and other computer or internet based programs
• Schedule flexibility (support a 24x7 operations)- 5+ years’ experience in contact center, customer service, human resources or equivalent experience.
• 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.
• Experience dealing with customers and exceptional use of empathy skills.
• Proven ability to adjust to constantly changing workloads and manage customer contacts in a fast pace environment.
• Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
• Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.

For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.