Seasonal My HR Live Support Advisor, MHLS (Level 3), MyHR Live Support

Amazon; Indiana; On-site; USD 25,000 - 33,000; Full time

Job summary

ADCI - Uttar Pradesh - F26 is seeking an HR Contact Center Professional to support a global workforce. You will handle live calls and chats, resolve HR inquiries, and maintain confidentiality while delivering empathetic service.

The role emphasizes multitasking, strong communication, and the ability to adapt to changing policies. You will work in a 24/7 center across time zones, with schedules including evenings and weekends.

Qualifications

• Bachelor's degree or equivalent required.
• Experience with MS Office (Word, Excel, PowerPoint, Outlook).
• Strong English communication skills, both written and verbal.
• At least 1 year in customer service or contact center.

Responsibilities

• Handle high volume live contacts via phone and chat.
• Resolve inquiries using knowledge base and SOPs; escalate when needed.
• Build trust through empathetic, personalized conversations.
• Respond promptly to urgent issues with proper documentation.
• Balance process adherence with employee needs in real-time.
• Collaborate with partner teams to resolve cross-functional issues.
• Maintain high performance metrics (FCR, CSAT, handling time).
• Adhere to schedules for 24/7 coverage.
• Support multiple time zones including evenings/weekends/overnights.

Skills

Microsoft Office

English communication

Customer service experience

Education

Bachelor's degree or equivalent

Tools

Word

PowerPoint

Excel

Outlook

InfoPath

SharePoint

Job description

Description

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.

Description

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.

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 phone 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 – escalated 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 life, we want to hear from you!

Basic Qualifications

• Bachelor's degree or equivalent
• Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
• Experience in English-language communication skills, both written and verbal
• 1+ years of customer service, or 1+ years of contact center experience

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. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Preferred Qualifications

• 1+ years of human resources experience, or Bachelor's degree
• 1+ years of customer service experience, or Bachelor's degree in management, business administration, economics, engineering, marketing
• 1+ years of Microsoft Office products and applications experience, or Bachelor's degree in computer science, engineering, mathematics or equivalent

Company

ADCI - Uttar Pradesh - F26

Job ID: A10586171