ERC Sr. Associate


Job summary
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.

This is your chance to make history. Join the HR team for the Regional Shared Services located in Dubai, which supports Amazon across certain countries. The hub provides a multi-language capability to the internal customers, and is looking for HR Contact Center Associates with English and Arabic (Tier 1) to join the new Shared Services Center in Dubai. Reporting into an HR Shared Services Tier 1 Team Leader, 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.


  • Receive queries via phone in English and Arabic, 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. 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)
  • Flexible in working a shift schedule (in a 24/7 environment) Flexible in adhering to scheduled breaks.


  • Ability to read write and speak Arabic is a must
  • Experience with Call handling and HR Case Management tool is mandatory
  • Bachelor’s degree required from an accredited university
  • Superior attention to detail and ability to prioritize in a fast-paced environment to work in this rapidly changing HR environment
  • Experience creating process documentation
  • Ability to self-audit for very high level of accuracy.
  • Ability to prioritize workflow daily and ensure service levels are achieved at all times
  • MS Office experience required – Proven experience working with Windows, Word, Excel, and PowerPoint
  • Established subject matter expertise in Client Servicing
  • Knowledge of the organizations inter-department relationships and the ability to work with all levels of the organization
  • Flexible in working a shift schedule (in a 24/7 environment) Flexible in adhering to scheduled breaks.


  • Has an experience in a HR Shared Service Environment.
  • Has an experience in Peoplesoft
  • Has an HR Experience
  • Has worked in a Call Center environment

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