HR Contact Center Associate with Italian and English – 12-month

*This role can be office based in Prague, Czech Republic. Additionally, this can be a Home Office based role – it can be performed from any location within Romania, Poland, Slovakia and Czech Republic. *

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

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. This is your chance to make history.

Join the HR Contact Center team, which supports Amazon across certain EMEA (Europe, Middle East and Africa) countries. Our team provides a multi-language capability to the internal customers, and is looking for HR Contact Center Associates with Italian and English to join us. Reporting to a Team Manager, the team acts as first point of contact for employees and managers via phone, live chat, email, and internal case management systems by answering Employee's life-cycle queries related to benefits, payroll, leave of absence, data management, onboarding and terminations as well as processing absence reporting requests.

Key job responsibilities

Responsibilities:

• Handle and resolve HR queries in Italian and English by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved.
• Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus.
• Identify gaps in the supporting documentation, internal processes and areas where the level of customer service could be improved.
• Communicate effectively both verbally and in written form with employees to explain and resolve queries and concern for the whole employee life-cycle at Amazon.
• Actively seeks employee feedback to improve levels of service.
• Being able to work on rotational shifts in both weekends and weekdays, including bank holidays.

Home Office Requirements:

• A quiet and private place to work where you will not be disturbed.
• Internet connection from a reliable provider with a speed of at least of 20 mbps download and 5 mbps upload as of Day 1 of your employment.

Basic qualifications:

• Very good proficiency in written and verbal in Italian (B2 CEFR) and English (B2 CEFR).
• Computer skills (Windows, Microsoft Office, Outlook)

Preferred qualifications:

• Relevant work experience in administration, customer service/ call center or HR environment.
• Very good proficiency in additional European languages
• 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 to work in a fast-paced environment
• Good interpersonal, communication, time management, and problem-solving skills.

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