CTK Svc Sr. Associate [S], CTK

Logistics, Sales & Operations · Sales & Business Development · Customer Success · Office Administration

In short

Amazon's MyHR Live Support team is looking for a CTK Svc Sr. Associate in Hyderabad, India, working remotely. This role involves handling a high volume of customer contacts via phone, chat, and cases, resolving HR-related inquiries, and maintaining performance metrics in a 24/7 contact center environment. The position requires a Bachelor's degree and experience in human resources and customer service.

Responsibilities

Handle a high volume of live contacts, primarily through phone Calls, Chats, Cases and Tickets.
Resolve inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures.
Build customer trust through empathetic, personalized conversations.
Respond promptly to employees' urgent issues, ensuring the right communication and documentation occurs.
Use high judgment, critical thinking, and rationale to balance process adherence with employees' needs.
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.

Requirements

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
Bachelor's degree or equivalent
0-10+ years’ experience in contact center, customer service, human resources or equivalent experience.
Speak, write, and read fluently in English

Desired Qualifications

1+ years of human resources experience
1+ years of customer service experience
1+ years of Microsoft Office products and applications experience
Knowledge of Excel at a basic level (e.g., UX navigation, math & logical functions, lookup functions, etc.)
Experience in providing consultation and guidance on leave of absence, human resources, benefits, or complex employee matters
Experience dealing effectively with customers during problem resolution and operating efficiently under pressure, or experience in development or technical support
Experience working in fast paced environments, and managing workload even during times of stress, or escalated activity
Experience handling confidential information and maintaining professionalism in dealing with senior executives, or experience managing multiple calendars
Experience prioritizing and managing multiple responsibilities

Benefits

Inclusive culture empowers Amazonians to deliver the best results for our customers.
Workplace accommodation or adjustment during the application and hiring process available if you have a disability.

Skills

Microsoft Office

#HR Contact Center#Customer Support#Hyderabad#Remote

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