HR Services Contact Center Associate- Japanese/English speaking
1 week ago(2018-06-13 19:48)
Amazon (China) Holding Company Limited
JD for HR Services Contact Center Associate At Amazon we believe that every day is still day one.
A day to take a first step. A day to look forwards 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.
Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds. This is your chance to make history.
Join our brand new HR team for our regional shared services located in Beijing, which will support Amazon across certain APAC Countries. The hub will provide a multi-language capability to our internal customers and we are looking for HR Contact Center Associates (Tier 1) to join our team new Shared Services Centre. Reporting into an HR Shared Services Tier 1 Team Leader, the teams will 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 our service to our internal customers and demands an ability to answer questions and solve problems but also strong customer service skills.
· Resolve queries in Japanese or English 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. · Receive queries via phone, email or chat and log contacts into the shared service case management system.
Fluent in Japanese and English in phone conversations.
Ability to work independently with minimum supervise.
3 to 5 years of 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
Ability to work in changing environment
Punctuality as we work from 8 AM
Experience working in a HR Shared Service Environment.