CTK Svc Associate (S), CTK Svc Associate (S)

Who you are

You are a dedicated professional with a strong focus on customer service, capable of handling a high volume of live contacts through phone calls, chats, cases, and tickets. You take ownership of each interaction, ensuring that inquiries are resolved with a high degree of problem-solving and customer obsession. You are empathetic and can build trust through personalized conversations, adjusting your approach based on each employee's needs. You possess critical thinking skills that allow you to balance process adherence with the unique needs of employees, making real-time decisions to resolve their requests. You are comfortable consulting and collaborating with partner teams to improve policies and resolve cross-functional issues. You maintain high performance metrics in areas such as contact handling time and customer satisfaction scores, adhering to set schedules to ensure consistent service delivery.

What you'll do

In this role, you will be responsible for providing live support to Amazon employees, addressing their inquiries through various communication channels. You will utilize available documentation, such as FAQs and knowledge base articles, to resolve issues holistically. When necessary, you will escalate inquiries that cannot be resolved according to established processes. Your ability to respond promptly to urgent employee issues will be crucial, ensuring that the right communication and documentation occur even when information is limited. You will consistently strive to build customer trust through empathetic interactions, assessing and adjusting resolution plans as needed. You will also collaborate with partner teams to implement process changes that enhance service delivery and improve overall employee experience. Your performance will be measured against key metrics, and you will be expected to adhere to scheduled breaks and lunches to maintain service consistency.

What we offer

At Amazon, we value our employees and strive to create a supportive work environment. You will have the opportunity to work with a diverse team of HR professionals dedicated to providing exceptional support to employees worldwide. We offer competitive compensation and benefits, along with opportunities for professional growth and development. You will be part of a team that operates 24/7, ensuring that our employees receive the support they need at any time. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of every candidate.