• Home Office - HRS Contact Center Associate with German

    Location CZ
    Posted Date 3 months ago(8/2/2018 1:50 AM)
    Job ID
    698001
    Company
    Amazon Czech Republic Srvcs
    Position Category
    Human Resources
    JobCountry
    Czech Republic
  • Job Description

    HR Contact Center Associate with German – Home Office

    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, which supports Amazon across certain EMEA Countries. Our team 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 Team. 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.


    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.
    • 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 job (only for candidates working from Poland)

    What we offer:
    • Unlimited contract
    • 5 weeks of vacation
    • Multi-sport card
    • Employee referral program bonus
    • Life insurance and pension plan
    • Varying local discounts e. g. for canteens, cafes etc.
    • Corporate events and team events
    • Possible internal and/or international growth

    Basic Qualifications

    Basic qualifications:
    • Fluent in German and English
    • Customer service experience
    • Computer literacy (Excel, Work, PowerPoint, Outlook)
    • Ability to work on independently as well as in the group
    • Ability to work with confidential information
    • Flexibility

    Preferred Qualifications

    Preferred qualifications:
    • HR Experience
    • Call center experience
    • Other European languages is an advantage
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