CTK Svc Associate (S)

Logistics, Sales & Operations · Customer Support

In short

Amazon's Centralized Time Keeping is hiring HR Contact Center Professionals to provide global support via phone, chat, and cases. The role involves high-volume contact handling, problem-solving, building customer trust, and maintaining performance metrics in a 24/7 environment. This position requires excellent multitasking, communication skills, and the ability to work various shifts.

Responsibilities

Handle a high volume of contacts via phone calls, 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 and 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.
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 breaks and lunches, for 24/7 contact center operations.
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 empowers Amazonians to deliver the best results for customers.

Skills

Microsoft OfficeExcel

#HR Contact Center#Customer Service#Problem-solving#Employee Support#Global Workforce#Multitasking#Communication Skills

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Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one.\n\nTogether, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers:…

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