Home Office (CZ) - ERC Senior Administrator with French and English in Prague, Prague, Czech Republic

Amazon Czech Republic Direct Employer



DESCRIPTION

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

We pioneer. We're a company of pioneers. 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. For todays pioneers, thats exactly why theres no place on Earth theyd rather build than Amazon.

This is your chance to make history. Join the HR team for the Regional Shared Services, which supports Amazon across certain EMEA Countries. Our team provides a multi-language capability to the internal customers, and is looking for ERC Senior Administrator with French and English to join the new Shared Services Team. Reporting into an HR Shared Services Team Manager, the teams provide first point of contact for employees and managers via phone, email and instant messaging (Contact Center Environment). This role is the front face of the service to the internal customers.

Responsibilities:
• Receive queries via phone, email or 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 where these cannot be resolved.
• Take ownership of customer / employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus.
• Identify gaps in the supporting documentation and also areas where the level of customer service could be improved driving increased numbers of questions / queries being resolved at first contact.
• Communicate effectively both verbally and in written form with employees to explain and resolve queries and concerns. This could be via email, phone and chat / instant messaging.
• Be part of a team that actively seeks customer feedback to improve levels of service.
• Participation in the continuous improvement of HR processes.
• Shift working patterns, 7 days a week (40 hours a week).
• Home Office job (only for candidates working from Czech Republic)
What we offer:
• Unlimited contract
• 5 weeks of vacation
• Life insurance
• Polmed - medical care
• MultiSport sport card
• Amazon Discount Code
• Possible internal and/or international growth



BASIC QUALIFICATIONS

• Fluent in French and English
• Computer literacy (Excel, Work, PowerPoint, Outlook)
• 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



PREFERRED QUALIFICATIONS

• Customer service experience
• HR Experience
• Call center experience
• Other European languages is an advantage

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