ERC Contact Center Agent

  • Company:
    Amazon
  • Salary:
    negotiable / monthly
  • Job type:
    Full-Time
  • Posted:
    17 hours ago
  • Category:
    Customer Service

Leverage your Customer Service expertise to build a career at Amazon Join Amazon’s Employee Resource Center (ERC) team and help make a difference for all Amazonians. The ERC provides HR assistance to Amazon employees, in the form of accurate, consistent, and timely responses to inquiries from various contact channels phone, web case and chat. The ERC primarily exists to help Amazon employees find answers to their questions and solve their complex HR problems. The ERC team is comprised of approximately 900 associates supporting Amazon employees in 49 countries and 14 languages. ERC associates are located in eight locations globally. We are currently building a team of HR Contact Center Associates that will be dedicated to servicing the disability, leave, and accommodation space. In this role, team members will interact directly with Amazon employees in a way that builds trust by providing accurate information and resolving issues. The contact center agent must have strong critical thinking skills, able to fact-find for a complete understanding of employee concerns, identify employees issue, make high-judgement decisions, and be able to communicate effectively to the employee. Exceptional communication skills are a must for this position. As an HR Contact Center Associate that supports disability, leave, and accommodation, your responsibilities will be: Serve as the first point of contact for leave, disability, and accommodation related questions Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus Resolve queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate when these cannot be resolved Build customer trust through empathetic and meaningful initial conversations Receive queries via phone, email or chat and log contacts into the shared service case management system Work closely with partner teams to keep up to date on process changes, partner for quick resolution of cross-functional issues, and consult to improve processes