Overview

DESCRIPTION

Job summary
Join Amazon’s Employee Resource Center (ERC) team and help make a difference for all Amazonians. The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels – phone, web case and chat. The ERC primarily exists to help Amazon employees find answers to their questions and solve their complex HR problems. The ERC team is comprised of approximately 900 associates supporting Amazon employees in 49 countries and 19 languages. ERC associates are located in nine locations globally.

We are currently growing our team of HR Contact Center Associates that are dedicated to servicing the disability, leave, and accommodation space. In this role, team members will interact directly with Amazon employees in a way that builds trust by providing accurate information and resolving issues. The virtual contact center agent must be able to ask probing questions to fully understand the issue, follow business processes with high attention to detail, use multiple resources effectively to find the right information and communicate effectively to the employee. A high degree of ownership, strong communication skills, and the ability to handle sensitive situations with care are essential for this position.

The ERC DLS Support team is comprised of approximately ~1000 HR Professionals supporting Amazon employees globally within multiple languages. ERC DLS HR Professionals provide services 24 hours a day, 7 days a week in some countries.

As an ERC DLS Support HR Professionals your responsibilities will be:

• Receive HR queries in Arabic, Hebrew, and English via phone, email or other communication channels 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 customer focus.
• Serve as the first point of contact for Leave, Disability, and Accommodation related inquiries, including but not limited to case intake, general policy questions, documentation, next steps and requirements to expedite the process.
• Resolve such inquiries holistically by referring to available documentation e.g. frequently asked questions 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.
• Respond to employees impacting issues that may arise during the leave event and ensure the right communication and documentation occurs, even when information is limited.
• Use good judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on disability, leave and benefits requests.
• Receive queries primarily via phone and log accurate and timely information/documentation into the shared service case management system.
• Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.

Home Office Requirements:
• A quiet and private place to work where you will not be disturbed.
• Internet connection from a reliable provider with a speed of at least 20mbps as of Day 1 of your employment.

BASIC QUALIFICATIONS

• Fluent communication and writing skills in Arabic, Hebrew, and English.
• 2-5+ years’ experience in contact center, customer service, human resources 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.
• 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.
• 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.
• Schedule flexibility, supporting a 24×7 operations)

PREFERRED QUALIFICATIONS

• 5+ years’ experience in contact center, customer service, human resources or equivalent experience.
• Basic legislation Leave of Absence and Accommodations knowledge.
• 1 year of Leave and/or Accommodations experience, to include: previous work in a leave of absence and/or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and/or disability pay benefits that apply to a specific situation, and establishing/executing a case management plan.
• Knowledge of federal and state leave and disability laws.
• 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.

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About Q-Express Documents Transport (Amazon)

"Make History

Amazon.com, a Fortune 500 company based in Seattle, Washington, opened on the World Wide Web in July 1995 and today offers Earth’s Biggest Selection. Since Jeff Bezos started Amazon.com, we have significantly expanded our product offerings, international sites, and worldwide network of fulfilment and customer service centres. Today, Amazon.com offers everything from books and electronics to tennis rackets and diamond jewellery.

If you thrive in a challenging and fast-paced environment, you’ll meet your match with us, as you will be part of a vibe of constant improvement, where the things you do at one moment, you will not necessarily be doing 6 months later. We don’t like to sit still, which is why we always treat every day like the first day. A day to make more good things happen for our customers. It’s that kind of spirit that drives our success now and keeps us ahead of the competition in the future. And you could be part of it. It’s as simple as this: Work Hard. Have Fun. Make History."