Amazon
Gurugram, Haryana, India Posted 4d ago
Provide customer service and case management support for Amazon employees regarding payroll, disability, policies, and leaves of absence as part of the MHLS Tier 2 Specialty Team.
Key Responsibilities
Respond to inquiries about disability and leave events, time-off, payments, and work-related situations available to employees
Provide inbound and outbound phone, chat and case support through Specialized Support Queues
Serve as a point of contact for employees to provide holistic case management services, including medical documentation review
Critically assess and adjust the case management plan to an employee's changing needs
Address and respond to sensitive situations and attempt to de-escalate complex cases
Manage own workload effectively to meet productivity goals and escalate when significant changes arise
Facilitate a smooth return to work and ramp-back plan for employees returning to the workplace
Consult, coordinate and partner with third-party administrator, local HR, Safety, Legal, Payroll, and Benefits team members
Requirements
Bachelor's degree
Knowledge of Microsoft Office including Outlook, Word, and Excel
Minimum of 1 year experience in customer service or Human Resource management or Case management or Leave & Disability management role
Preferred Qualifications
3+ years of case management experience, or Bachelor's degree in business, HR, or a related field
Experience identifying and resolving complex issues
Experience handling confidential information
Ability to build strong relationships and influence others while working in a cross functional environment
Experience providing guidance to employees or managers on leave of absence, disability plan, accommodation, human resources, benefits, or employee matters
