Job Title: Appeals Sr. Administrator (L4) (Virtual)

This is a virtual role, for 10 months contract on Amazon payroll.

About the team:

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

• Utilize your deep diving skills and Amazon policy expertise to identify required documentation for appeal cases.
• Assess documentation for accuracy and past precedent.
• Identify any process defects and recommended remediation.

Basic qualifications

• Bachelor’s degree or equivalent
• 3+ years of contact center, customer service, human resources or equivalent experience
• 1+ years of Microsoft Office products and applications experience
• Demonstrated proficiency handling customer contacts, queries and resolutions.

Preferred qualifications

• 2+ years of human resources functions experience
• Knowledge of HRIS or Applicant Tracking Systems are preferred
• Experience with Payroll Systems, HRIS
• 4+ years of contact center, customer service, human resources or equivalent 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.

Domestic Relocation Provided:  No

Shifts: Rotational (it is a 24*7 shift environment and shifts are rotational, changes every 3-4 months’)

Weekly Off: Rotational two consecutive day off (it is a 5-day working week with 2 consecutive days off. The off days may change every 3-4 months)