Amazon Dev Center India
Technology
CTKSvcAssociate(S)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“CTK Svc Associate (S) at Amazon Dev Center India. Skills: Customer service, Problem-solving, Human resources. Handle live contacts. Resolve interactions with problem-solving”
What You'll Achieve.
High contact handling time; First-contact resolution; Customer satisfaction scores
Industry & Context.
Problem-solving; Critical thinking; Root cause analysis
Work evenings, Work weekends, Work overnight shifts
What They're Looking For.
Must Have
6+ months HR experience, 6+ months customer service, 6+ months Microsoft Office, Experience confidential environments, Bachelor's degree or equivalent, 0-10+ years contact center, Speak, write, read English
Nice to Have
1+ years HR experience, 1+ years customer service, 1+ years Microsoft Office, Basic Excel knowledge, Consultation on leave of absence, Experience problem resolution, Experience operating under pressure, Experience fast-paced environments, Managing workload under stress, Handling confidential information, Maintaining professionalism with executives, Managing multiple calendars, Prioritizing multiple responsibilities
What You'll Do.
Resolve interactions with problem-solving
Resolve interactions with Customer Obsession
Resolve inquiries holistically
Escalate when cannot resolve
Assess resolution plans
Adjust resolution plans
Respond to urgent issues
Ensure communication and documentation
Use critical thinking
Balance process adherence
Decide on resolutions
Consult partner teams
Collaborate on process changes
Resolve cross-functional issues
Maintain high performance metrics
Adhere to set schedules
Demonstrate flexibility
How You'll Work.
Team & Collaboration
Collaborate with partner teams
Communication Scope
Verbal communication; Written communication
Full 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 – 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
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