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

Amazon Inc.; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

Amazon in Hyderabad is seeking a MyHR Live Support Advisor to handle high volumes of live contacts, resolve inquiries, and maintain customer obsession across multiple languages for a global workforce. You will use FAQs, knowledge base articles, and SOPs to provide resolution and empathy in real time.

The role requires strong communication, confidentiality, and the ability to work within a fast-paced, 24/7 contact center environment, with collaboration across teams and strict documentation

Qualifications

• 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.
• 0-10+ years’ experience in contact center, customer service, human resources or equivalent experience.
• Speak, write, and read fluently in English.

Responsibilities

• Handle a high volume of live contacts, primarily through phone calls, chats, cases and tickets.
• Resolve inquiries holistically by referring to FAQs, knowledge base, and SOPs.
• Build trust through empathetic conversations and adjust resolution plans per employee needs.
• Respond promptly to urgent issues and document communications.
• Use judgment to balance process adherence with employees' needs in real-time.
• Collaborate with partner teams to resolve cross-functional issues and improve policies.
• Maintain high performance metrics in contact handling time, FCR, and CSAT.
• Adhere to schedules to ensure 24/7 coverage and consistent support.
• Demonstrate flexibility with shifts including evenings, weekends, and overnights.

Skills

Human resources experience

Customer service experience

Microsoft Office

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Excel

Job description

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, 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!

Key job responsibilities

• 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.
• Speak, write, and read fluently in English

Basic Qualifications

• 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
• 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, and read fluently in English

Preferred Qualifications

• 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

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.