MHLS Advisor -Japan, My HR Live Support

AI in this role

Provide first point of contact support for internal Amazon employees via phone, email, and tickets in Japanese and English.

customer-servicecommunicationproblem-solving

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

A day to take a first step. A day to look forward to new challenges. And today is that day for you. It's your day to be part of something great. A day to make your ideas come to life. And your day to join a company that redefines itself every day. That's the energy and passion behind Amazon. At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright and driven people. Amazon is one of the most recognizable brand names in the world and we distribute millions of products each year to our loyal customers.

Our overall mission is simple: We want Amazon to be the place where our customers can find, discover and buy anything online. Whatever our customers want, we will find the means to deliver it. With your help, Amazon will continue to enable people to discover new worlds. This is your chance to make history.

The hub will provide a multi-language capability to our internal customers and we are looking forward for a dynamic, organized self-starter to join our My HR Live Support (MHLS) team located in Beijing. The teams will utilize Japanese and English to provide first point of contact for Amazon Japan employees and managers via phone, email and tickets (Contact Center Environment). This role is the front face of our service to our internal customers and demands an ability to answer questions and solve problems but also strong customer service skills. Deliver the highest standards of service in any customer interaction and ensure an accurate, efficient and personalized resolution of queries through the effective use of systems, tools and resources.

Key job responsibilities
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.
· 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 in Japanese and English. 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.

Basic qualifications

- Bachelor's degree or equivalent
- Experience working in a fast-paced, rapidly changing operations environment
- Speak, write, and read fluently in Japanese

Preferred qualifications

- 1+ years of Microsoft Office products and applications experience
- 1+ years of customer service experience
- 1+ years of human resources experience

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.

How we rate this

MHLS Advisor -Japan, My HR Live Support at Amazon rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.

Classification

Little AI. AI is not part of the work.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

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A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

Customer ServiceCommunicationProblem Solving

Questions you could be asked

Tell me about a project where customer service was part of your work. What did you do?
Tell me about a project where communication was part of your work. What did you do?
Tell me about a project where problem solving was part of your work. What did you do?

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List these exact terms on your resume: Customer Service, Communication, and Problem Solving. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.

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