MHLS Associate (L3)
Job Title: MHLS Associate (L3) (Work from Home - with limited VCC
Locations)
Locations Available: Andhra Pradesh, Telangana, Karnataka, Tamilnadu,
Maharashtra, Uttar Pradesh, Delhi, Punjab, Rajasthan, Kerala, West Bengal
This is work from Home based, for 06 months contract on Amazon payroll.
About Amazon India Development Centers:
Amazon India Development Center (AIDC) started in Bangalore in 2004
followed by centers in Bangalore (2005) and Chennai (2006). The vision
was to utilize the top talent available in India to drive our global business
growth. Today, AIDC builds, supports, tests and manages technology,
products & services which support millions of Amazon customers
worldwide.
About the Team:
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. Amazon's MyHR Live Support team is
seeking customer-focused professionals who thrive in a dynamic contact
center environment.
Do you excel at real-time communication, problem-solving, and delivering
exceptional customer service? The MyHR Live Support Team operates a
state-of-the-art contact center, caring for 1.5 million Amazonians
worldwide by assisting them with their HR needs. Our organization
delivers best-in-class HR support to Amazon employees, applicants, and
candidates globally. We specialize in topics related to time-off, employee
relocations, offboarding processes, employment verification, benefits,
bereavement support, and comprehensive pay and compensation
services.
As an HR Contact Center Professional, you will be at the forefront of our
customer service operations, primarily handling live phone calls and/or
chats. You are someone who is skilled at building positive relationships
with employees through empathetic and effective communication. You are
approachable and able to handle sensitive situations with tact and
diplomacy in real-time. You pride yourself on maintaining high ethical
standards and confidentiality when dealing with sensitive employee
information, conflicts of interest, and compliance issues.
You thrive in a fast-paced contact center environment, using your critical
thinking and fact-finding skills to resolve issues efficiently. You excel at
managing multiple tasks, priorities, and deadlines while maintaining a
high level of customer satisfaction. You are adaptable and open to change,
quickly adjusting to new policies, technologies, and industry trends.
Key Job Responsibilities
Amazon's MyHR Live Support team is comprised of HR Contact Center
Professionals supporting Amazon employees globally within multiple
languages, with services 24 hours a day, 7 days a week in some countries.
As a MyHR Live Support Advisor, your primary responsibilities will be:
Handle a high volume of live contacts, primarily through calls and
potentially chats, taking ownership in ensuring each interaction is
resolved with a high degree of problem-solving and customer obsession.
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 plans to each employee's changing
needs during live interactions.
Respond promptly to employees' urgent issues, ensuring the right
communication and documentation occurs, even when information is
limited.
Use high judgment, critical thinking, and rationale to balance process
adherence with employees' needs, analyzing and deciding on resolutions
for their requests in real-time.
Consistently consult and collaborate with partner teams on process
changes to resolve cross-functional issues and improve policies.
Maintain high performance metrics in areas such as contact handling time,
first-contact resolution, and customer satisfaction scores.
Adhere to set schedules, including timed breaks and lunches, to ensure
consistent coverage and support for our 24/7 contact center operations.
Demonstrate flexibility in working various shifts, including evenings,
weekends, and overnight shifts, to support our global workforce across
different time zones.
This role requires excellent multitasking abilities, strong verbal and written
communication skills, and the ability to thrive in a fast-paced contact
center environment. If you're passionate about delivering exceptional
customer service through live interactions and are ready to make a
difference in people's lives, we want to hear from you!
Basic Qualifications
Must have Bachelor's Degree or Master's degree
0-10+ years' experience in contact center, customer service, human
resources or equivalent experience.
Fluent communication and writing skills in English (+85%).
Schedule flexibility (support a 24x7 operations).
Internet connection before joining date with a speed range of 50-100
Mbps
Preferred Qualifications
5+ years' experience in contact center, customer service, human
resources or equivalent experience.
Basic US legislation Leave of Absence and Accommodations knowledge.
Knowledge of US federal and state leave and disability laws.
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.
Our inclusive culture empowers Amazonians to deliver the best results for
our customers. If you have a disability and need a workplace
accommodation or adjustment during the application and hiring process,
including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more
information.
Domestic Relocation Provided: No
Shifts: Nigh Shifts (it is a 24*7 shift environment and shifts are rotational,
changes every 3-4 months')
Weekly Off: Rotational two consecutive day off (it is a 5-day working week
with 2 consecutive days off. The off days may change every 3-4 months)
Amazon is committed to a diverse and inclusive workplace. Amazon is an
equal opportunity employer and does not discriminate on the basis of
race, national origin, gender, gender identity, sexual orientation,
protected veteran status, disability, age, or other legally protected status.
