Appeals Administrator, Amazon

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

This role is a contract for approximately 10 months.

At Amazon we believe that every day is still Day One. We are striving to be Earth’s Best Employer and to get there, we need exceptionally talented, bright, and driven people. Join the Amazonian eXperience and Technology Departures Team as an Appeals Administrator and help make a difference for all Amazonians. Our organization delivers best-in-class service to Amazon employees and alumni throughout their Appeals journey. We provide accurate, consistent and timely responses to inquiries from various contact channels - phone and chat. 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. 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 behaviors. 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.

Key job responsibilities
- 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

Virtual Location - IND
- 1+ years of human resources 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.