CTK Svc Associate (S)

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

In short

Amazon's Centralized Time Keeping is seeking an Associate to handle a high volume of employee contacts via phone, chat, and cases. This role requires strong problem-solving, customer obsession, and excellent communication skills to resolve inquiries and build trust in a fast-paced, remote environment.

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 by referring to documentation like FAQs and knowledge base articles, escalating when necessary.
Build customer trust through empathetic, personalized conversations and adjusting resolution plans.
Respond promptly to urgent 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 24/7 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, 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 that empowers Amazonians
Workplace accommodation and adjustment support during application and hiring process

Skills

Microsoft OfficeExcel

#HR Contact Center#Customer Service#Problem-Solving#Multitasking#Communication Skills#Fast-Paced Environment#Live Interactions#Employee Support#Confidentiality#Microsoft Office

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