CTK Svc Associate (S)

Logistics, Sales & Operations · HR & Admin · HR Operations · Customer Support

In short

Amazon's Centralized Time Keeping is looking for HR Contact Center Professionals to act as MyHR Live Support Advisors. You will handle a high volume of contacts via phone, chat, and tickets, resolve inquiries with problem-solving and customer obsession, and build trust through empathetic conversations. This role requires excellent communication, multitasking, and the ability to work in a fast-paced environment.

Responsibilities

Handle a high volume of contacts through phone Calls, Chats, Cases and Tickets.
Ensure each interaction is resolved with a high degree of problem-solving and Customer Obsession.
Resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures – escalate when these cannot be resolved as per process.
Build customer trust through empathetic, personalized conversations by assessing and adjusting resolution plans to each employee's changing needs during live interactions.
Respond promptly to employees' urgent issues, ensuring the right communication and documentation occurs, even when information is limited.
Use high judgment, critical thinking, and rationale to balance process adherence with employees' needs, analyzing and deciding on resolutions for their requests in real-time.
Consistently consult and collaborate with partner teams on process changes to resolve cross-functional issues and improve policies.
Maintain high performance metrics in areas such as contact handling time, first-contact resolution, and customer satisfaction scores.
Adhere to set schedules, including timed breaks and lunches, to ensure consistent coverage and support for our 24/7 contact center operations.
Demonstrate flexibility in working various shifts, including evenings, weekends, and overnight shifts, to support our global workforce across different time zones.

Requirements

Bachelor's degree or Advanced Degree
Speak, write, and read fluently in English, and have the ability to take direction in English
6+ months of human resources experience
6+ months of customer service experience
6+ months of Microsoft Office products and applications experience
Experience in confidential environments

Desired Qualifications

1+ years of contact center experience, or experience in the customer service/contact center industry
Knowledge of Excel
Experience managing employee-focused processes including onboarding, benefits, investigations, training and talent management
Experience dealing effectively with customers during problem resolution and operating efficiently under pressure, or experience in development or technical support
Experience handling confidential information and maintaining professionalism in dealing with senior executives, or experience managing multiple calendars
Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience with end-to-end project management

Benefits

Inclusive culture empowers Amazonians to deliver the best results for our customers.
Workplace accommodation or adjustment during the application and hiring process for individuals with disabilities.

Skills

Microsoft OfficeExcel

#HR Contact Center#Customer Service#Global Support#Problem Solving

About Amazon

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Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.\n\nTogether, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers:…

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