Senior HR Contact Center Associate with German and English – 12-months (fixed-term) contract, My HR Live Support Team
Posted Updated
Description
(!) Please submit your CV in English.
(!) Please note this role required being able to work on rotational shifts in both weekends and weekdays, including bank holidays
*This role can be office based in Prague, Czech Republic. Additionally, this role can be performed remotely from any location within Poland, Slovakia, Romania and Czech Republic.*
At Amazon, every day is still Day One.
Bold bets are made, and energy is drawn from inventing on behalf of customers. Success is measured against the possible, not the probable. This is an opportunity to make history.
The My HR Live Support (MHLS) Team is seeking a Senior Advisor to support the Tier 2 Specialty Operation. The MHLS Tier 2 Specialty Team provides customer service to Amazon employees through phone, chat, ticketing, and case management channels, addressing inquiries related to benefits, payroll, leave of absence, data management, onboarding, terminations, and absence reporting requests. This role serves as a point of contact for the team, offering immediate assistance on complex issues and handling challenging contacts.
The Senior Advisor reports to the Team Manager and provides subject-matter expertise and comprehensive support in resolving matters related to all HR inquiries. The role requires proficiency in answering questions, obtaining accurate information from SOPs and knowledge centers, providing direct support through live and written channels, understanding employee situations, applying appropriate benefits, and responding to changing circumstances — paving the way for a connected and trusted case management experience. Trends and patterns are escalated to management to address training or quality gaps identified during daily operations.
The ideal candidate possesses exceptional communication and organizational skills, keen attention to detail, the ability to prioritize in a fast-paced environment, strong relationship-building and influencing abilities, robust analytical and critical thinking skills, and a customer service focus aligned with Amazon's global standards.
Key job responsibilities
• Handle and resolve HR queries in both German and English by leveraging documentation including frequently asked questions and standard operating procedures, escalating issues appropriately when they exceed the scope while maintaining ownership of the employee experience
• Take full accountability for each employee contact, ensuring queries are accepted and resolved with exceptional customer focus and demonstrating Earn Trust through every interaction
• Identify gaps in supporting documentation and internal processes, proactively recommending improvements to enhance service delivery and Insist on the Highest Standards
• Communicate effectively both verbally and in written form with employees, explaining and resolving concerns across the entire Amazon employee lifecycle with clarity and professionalism
• Actively seek employee feedback to continuously improve service levels, demonstrating Learn and Be Curious by using insights to enhance the support experience
• Work rotational shifts across weekdays and weekends, exhibiting flexibility and Bias for Action to ensure uninterrupted support for our employee community
(!) Please note this role required being able to work on rotational shifts in both weekends and weekdays, including bank holidays
*This role can be office based in Prague, Czech Republic. Additionally, this role can be performed remotely from any location within Poland, Slovakia, Romania and Czech Republic.*
At Amazon, every day is still Day One.
Bold bets are made, and energy is drawn from inventing on behalf of customers. Success is measured against the possible, not the probable. This is an opportunity to make history.
The My HR Live Support (MHLS) Team is seeking a Senior Advisor to support the Tier 2 Specialty Operation. The MHLS Tier 2 Specialty Team provides customer service to Amazon employees through phone, chat, ticketing, and case management channels, addressing inquiries related to benefits, payroll, leave of absence, data management, onboarding, terminations, and absence reporting requests. This role serves as a point of contact for the team, offering immediate assistance on complex issues and handling challenging contacts.
The Senior Advisor reports to the Team Manager and provides subject-matter expertise and comprehensive support in resolving matters related to all HR inquiries. The role requires proficiency in answering questions, obtaining accurate information from SOPs and knowledge centers, providing direct support through live and written channels, understanding employee situations, applying appropriate benefits, and responding to changing circumstances — paving the way for a connected and trusted case management experience. Trends and patterns are escalated to management to address training or quality gaps identified during daily operations.
The ideal candidate possesses exceptional communication and organizational skills, keen attention to detail, the ability to prioritize in a fast-paced environment, strong relationship-building and influencing abilities, robust analytical and critical thinking skills, and a customer service focus aligned with Amazon's global standards.
Key job responsibilities
• Handle and resolve HR queries in both German and English by leveraging documentation including frequently asked questions and standard operating procedures, escalating issues appropriately when they exceed the scope while maintaining ownership of the employee experience
• Take full accountability for each employee contact, ensuring queries are accepted and resolved with exceptional customer focus and demonstrating Earn Trust through every interaction
• Identify gaps in supporting documentation and internal processes, proactively recommending improvements to enhance service delivery and Insist on the Highest Standards
• Communicate effectively both verbally and in written form with employees, explaining and resolving concerns across the entire Amazon employee lifecycle with clarity and professionalism
• Actively seek employee feedback to continuously improve service levels, demonstrating Learn and Be Curious by using insights to enhance the support experience
• Work rotational shifts across weekdays and weekends, exhibiting flexibility and Bias for Action to ensure uninterrupted support for our employee community