CTK Svc Associate S

Amazon; India; On-site; INR 320,000 - 420,000; Full time

Job summary

Amazon's Centralized Time Keeping team seeks a MyHR Live Support Advisor to manage high-volume contacts across calls, chats, and tickets. You will resolve inquiries using SOPs and knowledge bases, maintaining high customer satisfaction while adhering to schedules for 24/7 operations. Strong English skills and HR/customer service experience are required.

The role emphasizes empathy, accurate documentation, and collaboration with partner teams to improve policies and processes.

Qualifications

• Bachelor's degree or advanced degree.
• Fluent in English (written and spoken).
• 6+ months HR experience.
• 6+ months of customer service experience.
• 6+ months of Microsoft Office products experience.
• Experience in confidential environments.

Responsibilities

• Handle a high volume of contacts via phone, chat, cases and tickets.
• Take ownership to resolve interactions with problem-solving and customer obsession.
• Reference FAQs, knowledge base articles, and SOPs to resolve inquiries or escalate when needed.
• Build trust with empathetic, personalized conversations and adjust resolutions as needed.
• Respond promptly to urgent issues, ensuring proper communication and documentation.

Skills

English fluency

HR experience

Customer service experience

Education

Bachelor's or Advanced Degree

Tools

Excel

Microsoft Office

Job description

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 - escalat 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.

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