CTK Svc Associate (S)

Amazon; Hyderabad; On-site; INR 420,000 - 520,000; Full time

Job summary

ADCI - Karnataka - A66 in Hyderabad, India, is seeking a MyHR Live Support Advisor to handle high-volume contacts, resolve inquiries, and build trust through empathetic conversations. The role supports Amazon employees globally with multiple languages and 24/7 coverage in some regions.

Requirements include a Bachelor's degree, 6+ months HR and customer service experience, and proficiency with Microsoft Office while maintaining confidentiality.

Qualifications

• Bachelor's degree or Advanced Degree.
• Fluent in English (spoken, written, and read).
• 6+ months HR experience.
• 6+ months customer service experience.
• 6+ months Microsoft Office experience.
• Experience in confidential environments.

Responsibilities

• Handle a high volume of contacts via calls, chats, cases and tickets.
• Take ownership to ensure each interaction is resolved with problem-solving and customer obsession.
• Refer to FAQs, knowledge base articles, and SOPs; escalate when unresolved.
• Build trust through empathetic, personalized conversations and adapt resolutions to employee needs.
• Respond promptly to urgent issues and document communications across time zones.
• Use high judgment and critical thinking to balance process with employee needs in real time.
• Collaborate with partner teams to resolve cross-functional issues and update policies.
• Maintain strong performance metrics like contact handling time, first-contact resolution, and CSAT.
• Adhere to schedules for 24/7 coverage, including evenings, weekends, and overnight shifts.
• Demonstrate flexibility to support a global workforce across time zones.

Skills

English fluency

Education

Bachelor's degree or advanced degree

Tools

Microsoft Office

Job description

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. As a MyHR Live Support Advisor, your primary responsibilities will be:

• 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.

Company

ADCI - Karnataka - A66

Job ID: A10571719