Administrator , Appeals

This is a contractual role

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 Appeal 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. 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
• 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 inquiries primarily via phone, chats, tickets and emails from employee contact channels.
• Resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved.
• Build customer trust through empathetic, personalized conversations by assessing and adjusting resolution plan to each employee’s changing needs.
• Respond to employees impacting issues that may arise and ensure the right communication and documentation occurs, even when information is limited.
• Use high judgement, critical thinking and rationale to balance process adherence with employee’s needs to analyze and decide on resolution for their requests.
• Consistently consult and collaborate with partner teams on process changes in an effort to resolve cross-functional issues to update and improve policies.

Basic Qualifications

- Bachelor's degree or equivalent
- 2+ years of work in the customer service/contact center industry, or 1+ years of contact center experience
- 1+ years of Microsoft Office products and applications experience

Preferred Qualifications

- Experience handling confidential information
- Experience working in a fast-paced, rapidly changing operations environment
- Experience using strong customer service, communication, and interpersonal skills
- Relevant work experience in administration, customer service/ call center or HR environment.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.