About the Company

Amazon’s MyHR Live Support team and Centralized Time Keeping is dedicated to providing global HR support to Amazon employees around the clock, in various languages. The team focuses on delivering exceptional service through a contact center environment. Amazon fosters an inclusive culture that empowers employees to achieve outstanding results and supports individuals with disabilities throughout the hiring process.

Job Description

The CTK Svc Associate, also known as a MyHR Live Support Advisor, is a critical role within Amazon’s HR support infrastructure. This position involves handling a significant volume of employee inquiries through various communication channels such as phone calls, chats, cases, and tickets. The primary objective is to resolve employee issues effectively and efficiently, demonstrating strong problem-solving skills and a commitment to Customer Obsession. Advisors will utilize extensive documentation, including FAQs and knowledge base articles, to find solutions, escalating complex issues when necessary. Building trust through empathetic and personalized interactions is key, as is the ability to adapt resolution plans to meet individual employee needs during live support sessions. Responding swiftly to urgent matters, ensuring accurate communication and documentation, and applying sound judgment to balance process adherence with employee requirements are essential. Collaboration with partner teams to drive process improvements and policy enhancements is also a core aspect of the role. The position requires maintaining high performance standards in key metrics like contact handling time, first-contact resolution, and customer satisfaction. Adherence to a set schedule, including breaks and lunches, is crucial for maintaining 24/7 operational coverage. Flexibility in working various shifts, including evenings, weekends, and overnight, is necessary to support a global workforce. This role demands exceptional multitasking, strong communication abilities, and the capacity to excel in a dynamic contact center setting, with an emphasis on making a positive impact on employee lives.

Responsibilities

• Handle a high volume of live contacts via phone calls, chats, cases, and tickets.
• Ensure each interaction is resolved with a high degree of problem-solving and Customer Obsession.
• Resolve inquiries holistically using available documentation like FAQs and knowledge base articles.
• Escalate issues that cannot be resolved through standard documentation and processes.
• Build customer trust through empathetic and personalized conversations.
• Assess and adjust resolution plans to meet each employee’s changing needs during live interactions.
• Respond promptly to employees’ urgent issues, ensuring correct communication and documentation.
• Utilize high judgment, critical thinking, and rationale to balance process adherence with employee needs.
• Analyze and decide on resolutions for employee requests in real-time.
• Consult and collaborate with partner teams on process changes to resolve cross-functional issues.
• Improve existing policies.
• Maintain high performance metrics for contact handling time, first-contact resolution, and customer satisfaction.
• Adhere to set schedules, including timed breaks and lunches.
• Demonstrate flexibility in working various shifts, including evenings, weekends, and overnight shifts.

Qualifications

• Bachelor’s degree or Advanced Degree
• 0-10+ years of experience in a contact center, customer service, human resources, or equivalent role.
• 6+ months of experience with Microsoft Office products and applications.
• Experience working in confidential environments.
• Fluency in speaking, writing, and reading English.

Skills

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Frequently Asked Questions

Other Information

Candidates requiring workplace accommodations during the application or hiring process should visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

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