Home Jan2021 Amazon is hiring for Senior Associate ERC

Amazon is hiring for Senior Associate ERC

January 30, 2021


Role: Senior Associate - ERC 

Location: Hyderabad

Job Description:

We are looking for a dynamic, organized self-starter to join our Employee Resources team located in Hyderabad. The Employee Resource Center (ERC) Senior associate in Hyderabad will work closely with the ERC team in the US to provide a variety of HR services to North American Employees. We have an immediate need for dedicated professionals to join our ERC in their HR Contact Center. Be the voice of ERC, as the first point of contact for Employees, Managers and the HR community. Deliver highest standards of service in any customer interaction and ensure an accurate, efficient & personalized resolution of queries through effective usage of systems, tools & resources.

Responsibilities:

  • Receive & log all queries received via Calls/Cases/Tickets.

  • Responding to inquiries regarding policies and programs including benefits, attendance, payroll deductions etc, Via calls/Tickets/Cases etc.

  • Adhere to defined processes and ensure delivery in accordance with set quality standards

  • Thorough knowledge of policies & processes for multiple Customer groups

  • Ensure the Service level is achieved at all times

  • Integrity and discretion in dealing with sensitive information and ensure data privacy at all times

  • Take ownership for query resolution and individual metrics

Basic qualifications :

  • A bachelor's degree; master's degree a plus.

  • Willingness to work in contact/service center environment

  • Willingness to work in 24*7 support process including night shifts

  • Willingness to work overtime on business needs and holidays

  • Willingness to work a schedule with non-Saturday/Sunday week offs

  • Willingness to work in split week off schedule

  • Strong attention to detail and good interpersonal skills

  • Strong decision making and problem solving skills

  • Ability to multi-task and agility to change in fast-paced dynamic environment

  • Proficient with MS Excel, Word, email writing

  • Application of Phone and email etiquettes in customer interactions

Preferred qualifications

  • Foreign languages proficiency would be an added advantage

  • Prior experience in an in-bound / out-bound call center

  • Handling HR help desk is desirable

  • Experience in HR/HR shared services

  • Experience in People Portal HR Applications used:

  • PeopleSoft 8.9 version

  • ADP - US Payroll tool

  • Time and Attendance System

  • Trouble Ticketing - Service Request Workflow Web Application

Apply Now: Click Here
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