CTK Svc Associate (S), CTK Svc Associate (S)
Amazon Dev Center India - Hyderabad - A85•2d ago
IN, TS, Hyderabad - VirtualOnsiteFull-timeEntry Level0-1 yrs exp
- Amazon’s MyHR Live Support team and Centralized Time Keeping is comprised of HR Contact Center Professionals supporting Amazon employees globally within multiple languages, with services 24 hours a day, 7 days a week in some countries. As a MyHR Live Support Advisor, your primary responsibilities will be:
- Handle a high volume of live contacts, primarily through phone Calls, Chats, Cases and Tickets. Taking Ownership in ensuring 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
- standard operating procedures – escalate when these cannot be resolved as per process.
- Build customer trust through empathetic, personalized conversations by assessing and adjusting resolution plans to each employee's changing needs during live interactions.
- Respond promptly to employees' urgent issues, ensuring the right communication and documentation occurs, even when information is limited.
- Use high judgment, critical thinking, and rationale to balance process adherence with employees' needs, analyzing and deciding on resolutions for their requests in real-time.
- 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
- overnight shifts, to support our global workforce across different time zones. This role requires excellent multitasking abilities, strong verbal and written communication skills
- the ability to thrive in a fast-paced contact center environment. If you're passionate about delivering exceptional customer service through live interactions and are ready to make a difference in people's lives, we want to hear from you! Key job responsibilities Bachelor's degree or Advanced Degree Speak, write
- 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
- 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. - 6+ months of Microsoft Office products and applications experience - Experience in confidential environments - Speak, write
- read fluently in English
- 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
- complex employee matters - Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- experience in development or technical support - Experience working in fast paced environments
- managing workload even during times of stress
- escalated activity - Experience handling confidential information and maintaining professionalism in dealing with senior executives
- experience managing multiple calendars - Experience prioritizing and managing multiple responsibilities Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Required skills
human resourcescustomer serviceMicrosoft OfficeExcel