CTK Svc Associate (S), CTK Svc Associate (S)

Logistik, försäljning och verksamhet

I korthet

Amazon's MyHR Live Support team is seeking a CTK Svc Associate in Hyderabad to handle a high volume of live contacts via phone, chat, and cases. This role requires excellent problem-solving, customer obsession, and adherence to schedules in a 24/7 contact center environment. A Bachelor's degree, 6+ months of HR and customer service experience, and fluency in English are required.

Ansvarsområden

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 by assessing and adjusting resolution plans to each employee's changing needs.
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, to support our global workforce across different time zones.

Krav

Speak, write, and read fluently 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
Bachelor's degree

Önskade kvalifikationer

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

Förmåner

Inclusive culture empowers Amazonians to deliver the best results for our customers.

Färdigheter

Microsoft OfficeExcel

#human resources#customer service#contact center

Om Amazon

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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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