Home Office (SK) - HR Contact Center Associate with German and English

ESCRIPTION
At Amazon we believe that every day is still day one.

This is your chance to make history. Join the HR team for the Regional Shared Services located in Prague, which supports Amazon across certain EMEA Countries. The hub provides a multi-language capability to the internal customers, and is looking for HR Contact Center Associates (Tier 1) to join the new Shared Services Centre in Prague. Reporting into an HR Shared Services Tier 1 Team Leader, the teams provide first point of contact for employees and managers via phone, email and instant messaging (Contact Center Environment). This role is the front face of the service to the internal customers. Role is home office based, for candidates located in Slovakia.

Meet your future team! Watch the HR Services Prague Video
https://www.youtube.com/watch?v=QzyeO9l607E

Responsibilities:
· Receive and resolve employees queries via phone, email or chat and log contacts into the shared service case management system.
· Take care of administrative part of HR queries (time and attendance, sick notes)
· Referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved.
· Take ownership of customer / employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus.
· Identify gaps in the supporting documentation and also areas where the level of customer service could be improved driving increased numbers of questions / queries being resolved at first contact.
· Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging.
· Be part of a team that actively seeks customer feedback to improve levels of service.
· Participation in the continuous improvement of HR processes.
· Shift working patterns, 7 days a week (40 hours a week).


Home Office Requirements:
· A quiet and private place to work where you will not be disturbed.
· Internet connection from a reliable provider with a speed of at least 20mbps as of Day 1 of your employment.