CTK Svc Associate (S)

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

In short

Amazon's Centralized Time Keeping (CTK) seeks HR Contact Center Professionals to handle global employee inquiries via phone, chat, and cases. This role requires strong problem-solving, customer obsession, and the ability to thrive in a fast-paced, 24/7 virtual 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 by referring to documentation like FAQs, knowledge base articles, and SOPs; escalate when necessary.
Build customer trust through empathetic, personalized conversations and adjust resolution plans as needed.
Respond promptly to urgent issues, ensuring proper communication and documentation.
Use judgment, critical thinking, and rationale to balance process adherence with employee needs.
Collaborate with partner teams on process changes to resolve cross-functional issues and improve policies.
Maintain high performance metrics in contact handling time, first-contact resolution, and customer satisfaction.
Adhere to set schedules, including timed breaks and lunches, for 24/7 contact center coverage.
Demonstrate flexibility in working various shifts, including evenings, weekends, and overnight shifts, across different time zones.

Requirements

Bachelor's degree or Advanced Degree.
Fluent in speaking, writing, and reading 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.
Experience handling confidential information and maintaining professionalism in dealing with senior executives.
Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines.

Benefits

Inclusive culture that empowers Amazonians to deliver the best results.

Skills

Microsoft OfficeExcel

#HR#Customer Service#Associate#Time Keeping#Support

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