MHLS Associate [S] (L3)
DescriptionThis role is on a Fixed Term Contract with Amazon for 12 MonthsAbout Amazon India Development CentersAmazon 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 TeamHR Services is comprised of the following teams: HR Operations, HR Compliance, Leave of Absence and Accommodations (LOAA) and several support functions that include ACES, Finance & Analytics, Vendor Management and Content Management. The umbrella of HR Services includes the following teams: the MyHR Live Support (MHLS), Onboarding, PeoplePortal and Payroll Support, Data Management, Exits, and Internal Transfers. These teams are located in Hyderabad & Bangalore to provide for follow-the-sun support of these key activities.We are looking for a dynamic, organized self-starter to join our MHLS Core team located in Bangalore. The MHLS Core Senior associate in Bangalore will work closely with the MHLS team in the US to provide a variety of HR services to North American Employees. We have an immediate need for dedicated professionals to join team in their HR Contact Center. Be the voice of MHLS, as the first point of contact for Employees, Managers and the HR community. Deliver highest standards of service in any customer interaction and ensuring an accurate, efficient & personalized resolution of queries through effective usage of systems, tools & resources.Key job responsibilitiesResponsibilitiesThe 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:
- Handle inbound and outbound calls from Amazon employees regarding their HR queries
- Receive queries via phone or chat and log contacts into the shared service case management system.
- Responsible to work on Ticketing to resolve the queries received from the employee
- Responding to inquiries regarding policies and programs including benefits, attendance, payroll deductions, etc.
- Adhere to defined processes and ensure delivery in accordance with set quality standards
- Thorough knowledge of policies & processes for multiple Customers group
- Ensure the Service level are achieved at all times for HRS processes
- Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on suitable resolutions
- Integrity and discretion in dealing with sensitive information and ensure data privacy at all times
- Take ownership for query resolution and individual metrics
- A bachelor's degree
- Minimum of 1-10 years of experience in international voice process
- Willingness to handle calls
- Willingness to work in call center / contact center / Help desk environment
- Willingness to work in 24*7 support process including night shifts
- Strong attention to detail and good interpersonal skills
- Strong decision making and problem solving skills
- Ability to multi-task and agility to change in fast-paced dynamic environment
- Proficient with MS Excel, Word, email writing
- Application of Phone and email etiquettes in customer interactions
- Handling HR help desk is desirable
- Experience in HR/HR shared services
- Experience in PeoplePortal