CTK Svc Associate (S)

About the Role

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.

Key Responsibilities

• Handle a high volume of contacts, through phone Calls, Chats, Cases, and Tickets.
• Take 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.

Requirements & Tech Stack

• Excellent multitasking abilities.
• Strong verbal and written communication skills.
• Ability to thrive in a fast-paced contact center environment.

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 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.