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CTK Svc Associate (S)

Amazon· Human Resources
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Hybrid (Hyderabad)full-timePosted 2w ago

About the role

Amazon’s Centralized Time Keeping support role for HR Contact Center Professionals, providing 24/7 live support to Amazon employees globally. Handles high-volume inquiries via phone, chat, cases, and tickets with a focus on customer obsession, problem-solving, and cross-functional collaboration.

Responsibilities

  • 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 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.

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

Skills

Required:English proficiency (speaking, writing, reading)CommunicationMultitasking

Benefits

  • 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.
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Amazon

Amazon.com, Inc. or its affiliates

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