Job Description
Position: Amazon MHLS Associate (L3) – Work from Home (Limited VCC Locations)
Experience: 0 to 5 years
Salary: ₹ 1-4.5 Lacs P.A. (CTC: 4.62 LPA Non-Negotiable)
Location: Remote (Hiring office in Bengaluru)
Contract: 12 months on Amazon payroll
Shift: Rotational shifts in a 24×7 environment (Night shifts included)
Weekly Off: Rotational two consecutive days off (every 3-4 months)
Available Locations: Andhra Pradesh, Telangana, Karnataka, Tamil Nadu, Maharashtra, Uttar Pradesh, Delhi, Punjab, Rajasthan, Kerala, West Bengal
About Amazon India Development Centers
Amazon India Development Center (AIDC) began in Bangalore in 2004 and now supports millions of Amazon customers globally. AIDC specializes in technology, products, and services to drive global business growth.
About the Team
Amazon’s MyHR Live Support (MHLS) team supports 1.5 million Amazonians globally with HR services. The team operates a dynamic contact center, handling live phone calls and chats, and specializes in topics like time-off, employee relocations, offboarding, benefits, pay services, and more.
Key Responsibilities for Amazon MHLS Associate
- Handle high volumes of live contacts (phone and/or chats), ensuring efficient and customer-obsessed resolutions.
- Use available documentation and escalate unresolved queries as needed.
- Build customer trust through empathetic and personalized communication.
- Resolve urgent employee issues promptly and document appropriately.
- Maintain high ethical standards and ensure confidentiality.
- Collaborate with partner teams to resolve cross-functional issues.
- Meet performance metrics such as first-contact resolution and customer satisfaction scores.
- Adhere to set schedules, including breaks and lunches, ensuring 24/7 operational support.
- Exhibit flexibility for shifts, including evenings, weekends, and overnight schedules.
Amazon MHLS Associate: Basic Qualifications
- Bachelor’s or Master’s degree.
- 0-10+ years’ experience in contact center, customer service, human resources, or equivalent.
- Fluent English communication and writing skills (+85%).
- Internet connection with 50-100 Mbps speed before joining.
Amazon MHLS Associate: Preferred Qualifications
- 5+ years’ experience in contact center, customer service, or human resources.
- Knowledge of US legislation on Leave of Absence and Accommodations.
- Proven experience managing confidential and sensitive employee information.
- Strong multitasking, analytical, and problem-solving abilities.
Amazon MHLS Associate Key Skills
BPO Voice, Inbound Voice Process, International Voice, Voice Process, US Voice Process, International BPO, International Voice Process.
Interview Questions and Sample Answers for Amazon MHLS Associate
- Why do you want to work as an MHLS Associate at Amazon?
Sample Answer: I am drawn to this role because it allows me to leverage my customer service skills in a dynamic and globally impactful environment. Amazon’s commitment to employee satisfaction and its innovative HR support system resonate with my career aspirations. - How do you handle sensitive employee information?
Sample Answer: I understand the importance of confidentiality. I ensure sensitive information is accessed only when necessary and handled following strict privacy protocols to maintain trust and compliance. - Describe a time when you resolved a complex customer issue.
Sample Answer: At my previous role, I addressed a customer’s billing dispute by reviewing transaction records and collaborating with multiple departments. My prompt resolution restored the customer’s trust and improved satisfaction. - How do you prioritize tasks in a fast-paced environment?
Sample Answer: I use tools like task lists and categorize tasks by urgency and importance. I adapt quickly to shifting priorities while ensuring no deadlines are missed. - What strategies do you use to manage high call volumes?
Sample Answer: I stay focused, maintain a calm demeanor, and use scripts or documentation for efficiency. I also ensure each call is resolved effectively to minimize repeat contacts. - How would you handle an irate employee on a call?
Sample Answer: I would listen actively, empathize with their concerns, and provide clear and calm responses. If needed, I would escalate the issue to ensure resolution. - What does customer obsession mean to you?
Sample Answer: Customer obsession means always prioritizing the needs of the customer, striving to exceed their expectations, and continuously improving their experience. - How familiar are you with HR policies related to leave and benefits?
Sample Answer: I have a basic understanding of US federal and state leave policies and am eager to deepen my knowledge through training and hands-on experience. - How do you ensure adherence to performance metrics?
Sample Answer: I track my performance regularly, seek feedback, and focus on continuous improvement to meet or exceed metrics like first-contact resolution and customer satisfaction. - Why should we hire you for this role?
Sample Answer: My strong communication skills, adaptability, and passion for helping others make me an excellent fit for this role. I am committed to upholding Amazon’s high standards and delivering exceptional service.
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