CTK Svc Associate (S)

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

In short

Amazon's Centralized Time Keeping is seeking a MyHR Live Support Advisor to handle a high volume of employee contacts via phone, chat, and cases. This role requires excellent problem-solving, customer obsession, and the ability to build trust through empathetic communication. A Bachelor's degree, 6+ months of HR and customer service experience, and fluency in English are required.

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 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.
Consult and collaborate with partner teams on process changes.
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.
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 empowers Amazonians to deliver the best results for our customers.
Workplace accommodations and adjustments during the application and hiring process are available for individuals with disabilities.

Skills

Microsoft OfficeExcel

#HR#Contact Center#Customer Service

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