CTK Svc Associate (S)

Amazon Inc.; Hyderabad; On-site; INR 350,000 - 520,000; Full time

Job summary

Amazon's Centralized Time Keeping is seeking an HR Contact Center professional in Hyderabad to support Amazonians globally. You will handle high volumes across calls, chats, cases and tickets, ensuring each interaction is resolved with empathy and ownership.

This role requires strong English communication, 6+ months in HR and customer service, and comfort with confidential information in a fast-paced environment. You will collaborate across teams to improve processes and maintain service levels.

Qualifications

• Bachelor's degree or advanced degree completed.
• Fluent in English with strong written and spoken communication.
• Experience in HR or human resources support roles.
• Customer service experience in fast-paced settings.
• Experience handling confidential information.
• Experience in confidential environments.

Responsibilities

• Handle a high volume of contacts via Calls, Chats, Cases and Tickets.
• Take ownership to resolve interactions with problem solving and customer obsession.
• Refer to documentation and escalate when needed per SOPs.
• Build trust with empathetic, personalized conversations and adapt resolutions.
• Respond promptly to urgent issues with proper communication and records.
• Use judgment to balance process adherence with employee needs in real time.
• Collaborate with partner teams to resolve cross-functional issues.
• Maintain strong metrics like contact handling time and first-contact resolution.
• Adhere to schedules and shifts to ensure 24/7 coverage.
• Demonstrate flexibility in working various shifts, including evenings, weekends, and overnight shifts, to support our global workforce across different time zones.

Skills

Fluent English

HR experience

Customer service experience

Microsoft Office experience

Confidential environments

Multitasking

Education

Bachelor's degree or Advanced Degree

Tools

Microsoft Office

Office Suite

Job description

Amazon's 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.

Primary Responsibilities

• Handle a high volume of contacts, 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, and standard operating procedures - elevate 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, and overnight shifts, to support our global workforce across different time zones.

This role requires excellent multitasking abilities, strong verbal and written communication skills, and 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!

Basic Qualifications

• 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

Preferred 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, or experience in development or technical support
• 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, or experience managing multiple calendars
• Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience with end-to-end project management

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.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.