Seasonal My HR Live Support Associate, MHLS Associate [S], MHLS Associate [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. The MyHR Live Support (MHLS) Team is seeking someone who is passionate about making a difference in peoples lives.
Do you enjoy communicating with people being empathetic solving problems and improving the experience of customers The MyHR Live Support Team cares for 1.5 million Amazonians around the world by assisting them with their HR needs.

Our organization delivers best-in-class HR support for Amazon across certain EMEA (Europe Middle East and Africa) countries. Our team provides a multi-language capability to the internal customers and is looking for MHLS Associates with Italian and English to join us. Reporting to a Team Manager the team acts as first point of contact for employees and managers via phone live chat email and internal case management systems by answering Employees life-cycle queries related to benefits payroll leave of absence data management onboarding and terminations as well as processing absence reporting requests.

As an HR Professional you are someone who is skilled at building positive relationships with employees and colleagues. You are approachable and able to handle sensitive situations with tact and diplomacy. You pride yourself on maintaining high ethical standards and confidentiality when dealing with sensitive employee information conflicts of interest and compliance issues.

You get excited to use your critical thinking and fact-finding skills. You excel at managing multiple tasks priorities deadlines and have strong organizational skills. You are adaptable and open to change and you quickly adjust to new policies technologies and industry trends.

Key job responsibilities
The MHLS 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 Professional your responsibilities will be:
Handle and resolve HR queries in Italian and English by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved.
Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
Receive and resolve inquiries primarily via phone chats tickets and emails from employee contact channels.
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 plan to each employees changing needs.
Respond to employees impacting issues that may arise and ensure the right communication and documentation occurs even when information is limited.
Use high judgement critical thinking and rationale to balance process adherence with employees needs to analyze and decide on resolution for their requests.
Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.


- Bachelors degree or equivalent
- Very good proficiency in written and verbal in Italian (B2 CEFR) and English.
- 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.

- Relevant work experience in administration customer service/ call center or HR environment.
- Very good proficiency in additional European languages.
- Ability to work in international teams where team members are in different locations and belong to different cultures.
- Ability to work with confidential information
- Flexibility to work in a fast-paced environment.
- Good interpersonal communication time management and problem-solving skills.

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.