Seasonal My HR Live Support Core Associate, Mhls

2+ years’ experience in customer service.
- Fluent communication and writing skills in English (+85%).
- Schedule flexibility (we support a 24x7 operations including night shifts if required).
- High School Diploma
- Experience dealing with customers and exceptional use of empathy skills.
- Ability to multi-task and agility to change in fast-paced dynamic environment.
- Strong attention to detail and good interpersonal skills

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. Join Amazon's My HR Live Support (MHLS) team and help make a difference for all Amazonians. We provide accurate, consistent and timely responses to inquiries from Amazon employees through various contact channels including phone, Chat and Web case.
As a MHLS Core Professional, you will handle confidential and sensitive information, as well as demonstrate strong integrity and ethical behaviors. You will use your strong analytical and critical-thinking skills to bring about continuous improvement on a daily basis; put your exceptional customer service, communication, organizational skills, superior attention to detail and ability to prioritize to work in a fast-paced, rapidly changing HR environment.
Our HR Professionals must be able to ask our Amazon employees probing questions to fully understand the request and what kind of support they need. They do this through utilizing business processes with a high attention to detail, accessing multiple resources to find the right information and communicate effectively with them. A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care and empathy are essential for this position. This is a fast-paced environment requiring ability to quickly pivot through several communication forms, prioritization of work to be completed as well as follow-through and execution with attention to details while always keeping the customers’ needs first.

Key job responsibilities
The MHLS Core team is comprised of HR Professionals supporting Amazon employees globally within multiple languages, with services 24 hours a day, 7 days a week in some countries. As a MHLS Core Professionals your responsibilities will be:

- Receive queries via phone or chat and log contacts into the shared service case management system.
- Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
- Resolve such 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 the case management plan to each employee’s changing needs.
- Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on suitable resolutions
- Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.

**This is a seasonal opportunity with an assignment duration of eleven (11) months based on business needs. Conversion from this seasonal role to a regular full-time position is not guaranteed. Seasonal employees may not qualify for specific benefits and time off options based on their employee classification.

San Jose, CRI
- 3-4+ years of contact center or equivalent experience.
- Detail oriented with ability to analyze, problem solve, organize and manage multiple priorities.
- Experience in providing consultation and guidance on human resources, benefits, or complex employee matters.
- Bachelor's degree or advanced college education in a related field included but not limited to; Human Resources, Business Administration or Organization Development.
- Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.