DESCRIPTION

Amazon’s Candidate Connection Services (ACCS) team has an immediate opening for a Candidate Support Associate. ACCS supports candidates through the high volume hiring (HVH) process through email, chat and phone. This candidate service support for candidates removes technical barriers in the hiring process, relieving local HR teams from providing Tier 1 applicant support, standardizes candidate messaging, and collects actionable data on candidate issues.

You will be responsible for answering questions from candidates using email, chat and phone. You will also be responsible for outbound communication campaigns to proactively contact candidates who are stuck in the application/hiring process.

Responsibilities Include:
· 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 candidate contacts ensuring that each contact is accepted and resolved with a high degree of candidate focus.
· Identify gaps in the supporting documentation and also areas where the level of candidate service could be improved driving increased numbers of questions / queries being resolved at first contact.
· Communicate effectively both verbally and in written form with candidates 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 candidate feedback to improve levels of service.
· Participation in the continuous improvement of HR processes.