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HR Contact Center Senior Specialist (Remote), ERC DLS Support

Amazon /Slovakia/ s.r.o.

Information about the position

  • Place of work: Remote work
  • Basic wage component (gross) and other rewards: 2 416 EUR/monthBase pay for this position starts from EUR 2,416 gross per month and salary depends on the skills and requirements, there will be further pay components such as a sign on bonus and the eligibility to participate in a restricted stock unit scheme operated independently by Amazon.com Inc. in USA. Company benefits apply subject to further terms, including annual membership in medical clinic, life insurance, retirement pension, meal voucher card, career development.
  • Start date: ASAP
  • Contract type: full-time

Job description, responsibilities and duties

Join Amazon's Employee Resource Center Disability and leave services (ERC DLS) team and help make a difference for all Amazonians! The ERC DLS 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 DLS primarily exists to connect employees with content and data not available through intuitive self-service, and to intake process defects and workflow these to relevant resolution teams. The ERC DLS team is comprised of approximately 900 associates supporting Amazon employees in 49 countries and 14 languages. ERC DLS associates are located in eight locations globally.

The ERC DLS Contact Center Specialist will support in setting the vision, direction, and culture. They identify broader customer impacting issues and implementing solutions to drive quality and productivity while achieving real time desired service levels.

ERC DLS Contact Center Specialists in the leave, disability, and accommodation space are highly skilled employees who serve as the first point of contact for all leave, disability, and accommodation questions. If you have relentless desire to drive process improvement and analyzing systemic issues and implementing solutions to challenging problems, we have the opportunity you’re looking for!

This is a home office position - Role can be performed from anywhere within Slovakia.

Flexible in working a shift schedule (in a 24/7 environment); Flexible in adhering to scheduled breaks.

Base pay for this position starts from EUR 2,416 gross per month and salary depends on the skills and requirements, there will be further pay components such as a sign on bonus and the eligibility to participate in a restricted stock unit scheme operated independently by Amazon.com Inc. in USA. Company benefits apply subject to further terms, including annual membership in medical clinic, life insurance, retirement pension, meal voucher card, career development.

Key job responsibilities
• Serve as first point of contact for customer inquiries
o Answering phone calls and resolving customer
o Drives quality and productivity of team to deliver a consistent bar raising employee experience.
o The ability to understand business goals and recommend new approaches, policies and procedures to effect continual improvements in business objectives, productivity and development. Passion for innovative solutions and process improvement.
• Communicate with other stakeholders to ensure processes are followed
o Work with case managers, ERC DLS associates, and accommodation specialists to ensure customer resolution
o Research appropriate resolution steps and provide those to the end customer
o Review case notes, policies, documentation, and other relevant data to ensure appropriate resolution

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Advanced (C1)

Personality requirements and skills

BASIC QUALIFICATIONS
• Bachelor's degree, advanced college education in a related field (Human Resources, Business Administration, Psychology, Industrial Engineering or alike) or equivalent work experience.
• Contact center experience
• Client servicing experience

PREFERRED QUALIFICATIONS
• 4+ years of contact center or equivalent experience.
• Previous experience working in a virtual environment
• Basic Leave of Absence and Accommodations knowledge.
• Previous experience working with SalesForce or similar programs.
• 1 year of Leave and/or Accommodations experience, to include: previous work in a leave of absence and/or disability claim management role, with experience using case management systems, reviewing cases for eligibility, determining the appropriate leave and/or disability pay benefits that apply to a specific situation, and establishing/executing a case management plan.
• Previous HR experience
• Proven ability to manage customer contacts in a fast-paced environment.
• Proven ability to adjust to constantly changing workloads.
• Proven ability to follow existing process with high attention to detail.

Advertiser

Brief description of the company

At Amazon.com, we're working to be the most customer-centric company on the Earth. To get there, we need exceptionally talented, bright, and result driven people.

All open positions together with a job description and contact details can be found on www.amazon.jobs.

Number of employees

1000 and more employees

Contact

Contact person: Tiana Tomic
E-mail: send CV