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About Amazon
Amazon is a multinational technology company that has revolutionized the way people shop online. Founded in 1994 by Jeff Bezos, Amazon started as an online bookstore and has since expanded into various sectors, including e-commerce, cloud computing, digital streaming, and artificial intelligence. With a commitment to customer satisfaction and innovation, Amazon continues to set industry standards while maintaining a diverse and inclusive workplace.
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JOB DESCRIPTION
At Amazon, we consider each day to be Day One. In order to achieve our goal of becoming Earth's Best Employer, we require highly skilled, intelligent, and motivated individuals. Become an Appeals Administrator for the Amazonian eXperience and Technology Departures Team and contribute to improving the lives of all Amazonians. Throughout the Appeals process, our company provides Amazon employees and alumni with the best possible service. We answer questions from a variety of contact channels, including chat and phone, with precision, consistency, and promptness.
In this role you will master your research skills and ability to resolve appeal related issues coming in via the phone or chat systems while using our case management system to document and track every call with high level of accuracy. Our HR Professionals must be able to ask our Amazon employees probing questions to fully understand their questions or concerns, quickly researching available resources to provide an accurate response or follow up with the appropriate team when needed.
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Moreover, you will encourage self-service tools available for all employees. As a member of the HR organization, you will handle confidential and sensitive information, as well as demonstrate strong integrity and ethical behaviours. You will use your strong analytical and critical-thinking skills to bring about continuous improvement on a daily basis; put your exceptional customer service, communication, organizational skills, superior attention to detail and ability to prioritize to work in a fast-paced, rapidly changing HR environment.
Responsibilities for Appeals Administrator job
Serve as the first point of contact for appeal related inquiries, including but not limited to case intake, general policy questions, next steps in the process, etc.
- Receive queries via phone/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 when these cannot be resolved.
- Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of problem solving and customer obsession.
- Receive and resolve Appeal related inquiries primarily via phone and chat contact channels.
- Build customer trust through empathetic, personalized conversations
BASIC QUALIFICATIONS for Appeals Administrator job
- 6+ months of Microsoft Office products and applications experience
- Experience in confidential environments
- 1+ years of contact center, customer service, human resources or equivalent experience
- Demonstrated proficiency handling customer contacts, queries and resolutions.
- Bachelors Degree minimum
PREFERRED QUALIFICATIONS for Appeals Administrator job
- 1+ years of human resources experience
- 1+ years of Microsoft Office products and applications experience
- Experience using Knowledge database and researching skills.
- Proven ability to manage customer contacts in a fast-paced environment.
- Proven ability to adjust to constantly changing workloads.
- Proven ability to follow existing process with high attention to detail.
- Additional languages a plus.
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Location
We are open to hiring candidates to work out of one of the following locations:
Virtual Location – INDIA
Conclusion
For those with a bachelor's degree who want to advance their careers in a fast-paced setting, Amazon's Appeals Administrator position presents an outstanding opportunity. This position is ideal for people who are meticulous and keen to help enhance employee experiences because it places a strong emphasis on problem-solving, communication, and customer service.
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