About Amazon India Development Centers:
Amazon India Development Center (AIDC) started in Bangalore in 2004 followed by centers in Bangalore (2005) and Chennai (2006). The vision was to utilize the top talent available in India to drive our global business growth. Today, AIDC builds, supports, tests and manages technology, products & services which support millions of Amazon customers worldwide.
About the team:
HR Services is comprised of the following teams: HR Operations, HR Compliance, Leave of Absence and Accommodations (LOAA) and several support functions that include ACES, Finance & Analytics, Vendor Management and Content Management. The umbrella of HR Services includes the following teams: the Employee Resource Center (ERC), Onboarding, PeoplePortal and Payroll Support, Data Management, Exits, and Internal Transfers. These teams are located in Seattle, WA and Hyderabad, India to provide for follow-the-sun support of these key activities.
We are looking for a dynamic, organized self-starter to join our Employee Resources team located in Bangalore. The Employee Resource Center (ERC) Senior associate in Bangalore 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 ensuring an accurate, efficient & personalized resolution of queries through effective usage of systems, tools & resources.
Receive & log all queries received through phone & email in Panorama / Trouble Ticketing tool
Responsible to work on Ticketing to resolve the queries received from the employee
Responding to inquiries regarding policies and programs including benefits, attendance, payroll deductions, etc.
Adhere to defined processes and ensure delivery in accordance with set quality standards
Thorough knowledge of policies & processes for multiple Customers group
Ensure the Service level are achieved at all times for HRS processes
Innovative with a commitment to change and process improvement applying KAIZEN and LEAN methodologies
Integrity and discretion in dealing with sensitive information and ensure data privacy at all times
Take ownership for query resolution and individual metrics
A bachelor's degree; masters degree a plus.
Minimum of 1-3 years of experience in international voice process
Willingness to work in call center / contact center / Help desk environment
Willingness to work in 24*7 support process including night shifts
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
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 PeoplePortal
Knowledge of Six Sigma methodology and tools
HR Applications used:
PeopleSoft 8.9 ver
ADP US Payroll tool
Time and Attendance System
Trouble Ticketing Service Request Workflow Web Application
Minimum Qualification Graduate
Excellent Communication Skills.
Flexible to work in night shifts and staggered week offs.
Work experience - 1 to 5 years(Max).
Should have voice experience for a minimum of 1 year.
Immediate Joiners Only
Amazon Development Centre, Orion Ground Floor,
Bagmane Constellation Business Park, Opp. Soul
Space Arena Mall, K R Puram, Mahadevapura,
Bangalore - 560048
Timings- 9:30AM 12:00PM
Please not this role is on a FTC for 6 Months.
Salary: INR 2,50,000 - 5,00,000 PA.
Functional Area: ITES
, Customer Service
Role Category: Voice
Role: Associate/Senior Associate -(NonTechnical)
Employment Type: Permanent Job, Full Time