My HR Live Support Advisor , MHLS

Amazon • Center, NC

402d

About The Position

The MyHR Live Support (MHLS) Team at Amazon is seeking an HR Professional who is passionate about enhancing the employee experience. This role involves providing exceptional HR support to Amazon employees globally, addressing inquiries related to Time Away, Work Events, Life Events, and Pay & Compensation services. The ideal candidate will excel in communication, problem-solving, and building positive relationships while maintaining confidentiality and ethical standards.

Requirements

• 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).

Nice To Haves

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: Bachelor's degree