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ERC Sr. Associate – Mandarin (Night Shift)

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
At Amazon we believe that every day is still day one.
A day to take a first step. A day to look forward to new challenges. And today is that day for you. It’s your day to be part of something great. A day to make your ideas come to life. And your day to join a company that redefines itself every day. That’s the energy and passion behind Amazon. At Amazon, we’re working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers.

We are looking to build a brand new Employee Resource Center (ERC) in Manila to support Amazon’s growth globally. The hub will provide a multi-language capability to our internal customers and we are looking forward for a dynamic, organized self-starter to join our Employee Resource Center located in Manila. There is an immediate requirement for dedicated professionals to join our ERC in their HR Contact Center. The ERC Sr. Associate in Manila will provide resolution to the queries raised by amazon Employees. Be the voice of ERC, as the first point of contact for Employees, Managers and the HR community. Deliver the highest standards of service in any customer interaction and ensure an accurate, efficient and personalized resolution of queries through the effective use of systems, tools and resources.

The role holder will report to the Team Manager, and will focus on the following job tasks and responsibilities:

  • Receive and log all queries received through phone and email in Panorama / Trouble Ticketing tool, in English. § 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 and processes for multiple customer groups.
  • Ensure that service levels are achieved at all times for HR service processes.
  • Innovative – with a commitment to change and process improvement (applying KAIZEN and LEAN methodologies).
  • Integrity and discretion in dealing with sensitive information (ensuring data privacy at all times).
  • Take ownership for query resolution and individual metrics.
  • Meet setup SLA and KPI’s.
  • Be part of a team that actively seeks customer feedback to improve levels of service.
  • Perform other projects and duties as required.

BASIC QUALIFICATIONS

  • Fluent in English and Mandarin.
  • Ability to work in international teams.
  • Ability to work with confidential information.
  • Ability to work in a changing environment.
  • Work overtime and during holidays as may be required by the Company.
  • Flexible in working a shift schedule (in a 24/7 environment); Flexible in adhering to scheduled breaks.

PREFERRED QUALIFICATIONS

Eligibility Criteria

  • Minimum educational qualification – 10+2. A bachelor’s or Master’s degree would be added advantage
  • Experience working in a transactional / process based environment.
  • Minimum of 1-3 years of experience in international voice process; HR Shared Services experience will be an added advantage.
  • Willingness to work in a 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 agile enough to change in a fast-paced dynamic environment.
  • Proficient with MS Excel, Word, email writing.
  • Knowledge of appropriate phone and email etiquette in customer interactions.
  • Experience working with KPI/SLA.

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ERC Sr. Associate – Mandarin (Night Shift)

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Amazon

Our mission: To be Earth's most customer-centric company.

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