HR Contact Center Associate – Italian & English (Remote, 12‑month Fixed‑Term)

About the role

Join Amazon's HR Contact Center team supporting EMEA employees. You will be the first point of contact for Italian‑ and English‑speaking staff, handling a wide range of HR lifecycle queries from benefits to payroll, both from a Prague office and remotely.

Key responsibilities

• Respond to employee and manager inquiries via phone, chat, email and case management tools in Italian and English.
• Resolve HR queries related to benefits, payroll, leave of absence, onboarding, terminations and data management.
• Escalate complex issues when documentation or standard procedures are insufficient.
• Identify gaps in documentation or processes and suggest improvements.
• Maintain high customer focus, ensuring each contact is accepted, tracked and resolved.
• Gather employee feedback to continuously improve service quality.
• Work rotational shifts, including weekends, weekdays and bank holidays.

Required profile

• Very good written and verbal proficiency in Italian (B2 CEFR) and English (B2 CEFR).
• Experience in administration, customer service, call‑center or HR environments.
• Ability to handle confidential information and work in fast‑paced, international teams.
• Strong interpersonal, communication, time‑management and problem‑solving abilities.

Required skills

• Computer skills: Windows operating system.
• Proficiency with Microsoft Office suite.
• Experience using Outlook for email communication.