CTK Associate
- Amazon
- 1 - 6 years
- Hyderabad
- 10 days ago
- Email to a friend
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Job Description
Job Title: CTK Associate (L3) (Work from Home with limited VCC Locations)
Locations Available:
Andhra Pradesh, Telangana, Karnataka, Tamilnadu, Maharashtra, Uttar Pradesh, Delhi, Punjab, Rajasthan, Kerala, West Bengal
This is work from Home based, for 6 months + Contract on Amazon payroll.
About Amazon India Development Centers:
Amazon India Development Center (AIDC) started in Bangalore in 2004 followed by centers in Bangalore (2005) and Chennai (2006). The vision was to utilize the top talent available in India to drive our global business growth. Today, AIDC builds, supports, tests and manages technology, products & services which support millions of Amazon customers worldwide.
About the Team:
At Amazon, we believe that every day is still Day One. We are striving to be Earth's Best Employer and to get there, we need exceptionally talented, bright, and driven people. Amazons MyHR Live Support team is seeking customer-focused professionals who thrive in a dynamic contact center environment.
Do you excel at real-time communication, problem-solving, and delivering exceptional customer service? The MyHR Live Support Team operates a state-of-the-art contact center, caring for 1.5 million Amazonians worldwide by assisting them with their HR needs. Our organization delivers best-in-class HR support to Amazon employees, applicants, and candidates globally. We specialize in topics related to time-off, employee relocations, offboarding processes, employment verification, benefits, bereavement support, and comprehensive pay and compensation services.
As an HR Contact Center Professional, you will be at the forefront of our customer service operations, primarily handling live phone calls and/or chats. You are someone who is skilled at building positive relationships with employees through empathetic and effective communication. You are approachable and able to handle sensitive situations with tact and diplomacy in real-time. You pride yourself on maintaining high ethical standards and confidentiality when dealing with sensitive employee information, conflicts of interest, and compliance issues.
You thrive in a fast-paced contact center environment, using your critical thinking and fact-finding skills to resolve issues efficiently. You excel at managing multiple tasks, priorities, and deadlines while maintaining a high level of customer satisfaction. You are adaptable and open to change, quickly adjusting to new policies, technologies, and industry trends.
Key Job Responsibilities
Amazons 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 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!
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
- 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
- 2+ years of contact center experience, or experience in the customer service/contact center industry
- 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 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
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
Domestic Relocation Provided: No
Shifts: Nigh Shifts (it is a 24*7 shift environment and shifts are rotational, changes every 3-4 months)
Weekly Off: Rotational two consecutive day off (it is a 5-day working week with 2 consecutive days off. The off days may change every 3-4 months)
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Job Classification
Industry: Internet (E-Commerce)Functional Area / Department: Human ResourcesRole Category: Human Resources - OtherRole: Human Resources - OtherEmployement Type: ContractContact Details:
Company: AmazonLocation(s): Hyderabad
Keyskills: Customer Support Bpo Voice Customer Care Domestic BPO Voice Process Voice Support International BPO
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