CTK Svc Associate (S)

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

In short

Amazon's Centralized Time Keeping is seeking a Service Associate to handle global HR inquiries via phone, chat, and cases. This role emphasizes problem-solving, customer obsession, and excellent communication within a fast-paced, 24/7 contact center environment. A Bachelor's degree and 6+ months of HR and customer service experience are required.

Responsibilities

Handle a high volume of contacts via phone, chats, cases, and tickets.
Ensure each interaction is resolved with a high degree of problem-solving and Customer Obsession.
Resolve inquiries holistically using documentation like FAQs, knowledge base articles, and SOPs, escalating when necessary.
Build customer trust through empathetic, personalized conversations and adjusting resolution plans.
Respond promptly to urgent employee issues, ensuring proper communication and documentation.
Use judgment, critical thinking, and rationale to balance process adherence with employee needs.
Consult and 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 consistent coverage.
Demonstrate flexibility in working various shifts, including evenings, weekends, and overnight shifts.

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.
Experience handling confidential information and maintaining professionalism in dealing with senior executives.
Experience managing multiple calendars.
Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines.
Experience with end-to-end project management.

Benefits

Inclusive culture that empowers Amazonians.
Workplace accommodation and adjustment during the application and hiring process for individuals with disabilities.

Skills

Microsoft OfficeExcel

#HR Contact Center#Customer Service#Problem Solving#Communication Skills

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