Work from home - HRS Center Associate with German

DESCRIPTION

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

We pioneer. We're a company of pioneers. It's our job to make bold bets, and we get our energy from inventing on behalf of customers. Success is measured against the possible, not the probable. For today’s pioneers, that’s exactly why there’s no place on Earth they’d rather build than Amazon.

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 with German (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.

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

Responsibilities:
· Receive queries via phone, email or chat and log contacts into the shared service case management system
· Resolve queries by 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
· Carry out audits and checks on responses and cases raised as required to ensure a high degree of accuracy and ongoing service delivery
· 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)
· Working remotely - from home within Czech Republic

What we offer:
· Unlimited contract
· 5 weeks of vacation
· Multi-sport card
· Employee referral program bonus
· Life insurance and pension plan
· Corporate events and team events
· Possible internal and/or international growth

BASIC QUALIFICATIONS

· Customer Service experience
· Computer literacy (Excel, Work, PowerPoint, Outlook)
· Ability to work in international teams where team members are in different locations and belong to different cultures
· Ability to work with confidential information
· Flexibility
· Possibility to attend trainings in the first month of working – office in Prague

PREFERRED QUALIFICATIONS

· Other European languages - advantage
· HR Experience - advantage
· Call Center experience - advantage


Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.
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