CTK Svc Associate (S)

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

In short

Amazon is seeking a CTK Svc Associate (S) to join their MyHR Live Support team. This remote role involves handling a high volume of employee contacts via phone, chat, and tickets, resolving inquiries with a focus on customer obsession and problem-solving. The ideal candidate will have a Bachelor's degree, 6+ months of HR and customer service experience, and strong communication skills.

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 and escalating when necessary.
Build customer trust through empathetic, personalized conversations.
Respond promptly to urgent issues, ensuring proper communication and documentation.
Use high 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 scores.
Adhere to set schedules, including timed breaks and lunches.
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 prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines

Benefits

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

Skills

Microsoft OfficeExcel

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

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