MyHR Live Support Advisor [S], MHLS Advisor [S]

At Amazon we believe that every day is still Day One. We are striving to be Earths Best Employer and to get there we need exceptionally talented bright and driven people. Amazons 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.

Key job responsibilities
Amazons 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 escalate when these cannot be resolved.
Build customer trust through empathetic personalized conversations by assessing and adjusting resolution plans to each employees 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 youre passionate about delivering exceptional customer service through live interactions and are ready to make a difference in peoples lives we want to hear from you!

- Experience in English-language communication skills both written and verbal
- Must have Bachelors Degree or Masters degree
- 0-10 years experience in contact center customer service human resources or equivalent experience.
- Schedule flexibility (support a 24x7 operations).
- Internet connection before joining date with a speed range of 50-100 Mbps

- 2 years experience in contact center customer service human resources or equivalent experience.
- Basic US legislation Leave of Absence and Accommodations knowledge.
- Knowledge of US federal and state leave and disability laws.
- 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.
- Ability to manage confidential and sensitive employee information and adhere to strict data privacy standards.
- Detail oriented with ability to analyze problem solve organize and manage multiple priorities.

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.