CTK Svc Associate (S)

• 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 – 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, 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.