Absence Management Investigator

CZ-Prague
8 months ago
Job ID
506991
Amazon Logistic Prague s.r.o.

Job 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 today’s pioneers, that’s exactly why there’s no place on Earth they’d rather build than Amazon.

Join the HR team for the Regional Shared Services, supporting Amazon across certain EMEA Countries. We are looking for Absence Management Investigator to join the growing Shared Services team on a permanent basis, specializing in Leave and Absence Case Management. The role will have a strong focus on customer obsession and operational delivery, ensuring outstanding levels of service to internal customers.

This is a new team, which will be delivering HR case management and advisory services, online and over the phone. Successful candidates must have experience of working in an HR environment, or in a customer-focused role, and be able to work with accuracy in a fast-paced environment. Typical duties include:
  • Pro-actively managing absence cases with employees using the shared service case management system
  • Perform analysis based on existing absence data to help make decisions on appropriate next steps
  • Take ownership of employee contacts ensuring that each contact is accepted and resolved with a high degree of customer focus
  • Resolve customer queries by referring to documentation such as frequently asked questions and standard operating procedures and escalate where these cannot be resolved.
  • Ensure that systems are updated with a high degree of attention to detail
  • Carry out audits and checks on responses and cases raised as required to ensure a high degree of accuracy and ongoing service delivery.
  • 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).

Basic Qualifications

Basic Qualifications
  • Customer Service experience
  • 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

Preferred Qualifications
  • 2 years of HR / CS Experience - advantage
  • Call Center experience - advantage
  • Other European languages is an advantage
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