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Join Our Dynamic MHLS Core Team
We are seeking a dynamic, organized self-starter to become a part of our MHLS Core team. This role will involve close collaboration with the MHLS team in the US to provide a wide range of HR services to North American employees. We have an immediate need for dedicated professionals to join our HR Contact Center team. As the voice of MHLS, you will be the first point of contact for Employees, Managers, and the HR community. Your primary focus will be on delivering the highest standards of service during every customer interaction, ensuring accurate, efficient, and personalized query resolution using systems, tools, and resources effectively.
Key Job Responsibilities
The MHLS team is made up of HR professionals who support Amazon employees globally, offering services in multiple languages and operating 24 hours a day, 7 days a week in some countries. As an MHLS Professional, your responsibilities will include:
- Handling Calls: Manage inbound and outbound calls from Amazon employees regarding their HR queries.
- Query Management: Receive queries via phone or chat, logging contacts into the shared service case management system.
- Ticketing and Resolution: Work on ticketing systems to resolve queries received from employees.
- Policy and Program Inquiries: Respond to questions regarding policies and programs, including benefits, attendance, payroll deductions, etc.
- Process Adherence: Follow defined processes and ensure delivery aligns with set quality standards.
- Customer Group Knowledge: Maintain thorough knowledge of policies and processes for multiple customer groups.
- Service Level Achievement: Ensure service levels are consistently met for HRS processes.
- Judgment and Decision-Making: Use high judgment, critical thinking, and rationale to balance process adherence with employee needs and to determine suitable resolutions.
- Data Privacy: Maintain integrity and discretion when dealing with sensitive information, ensuring data privacy at all times.
- Ownership: Take responsibility for query resolution and individual performance metrics.
Basic Qualifications
- Educational Background: Bachelor’s degree.
- Experience: Minimum of 1-10 years in international voice process.
- Call Handling: Willingness to handle calls.
- Work Environment: Willingness to work in a call center/contact center/help desk environment.
- Shift Work: Willingness to work in a 24/7 support process, including night shifts.
- Technical Skills: Proficiency in MS Excel, Word, and email writing.
- Customer Interaction: Application of phone and email etiquette in customer interactions.
Preferred Qualifications
- HR Experience: Experience handling HR help desks is desirable.
- HR Shared Services: Experience in HR or HR shared services.
- System Knowledge: Experience with PeoplePortal.
Additional Details
- Domestic Relocation: Not provided.
- Shifts: Rotational (24/7 shift environment with shifts changing every 3-4 months).
- Weekly Off: Rotational two consecutive days off (5-day working week with off days that may change every 3-4 months).
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