Job Description

BASIC QUALIFICATIONS

• College graduate or have experience in the Customer Service industry for a minimum of 2 years
• Excellent written/spoken English skills with an ability to compose grammatically correct, concise and accurate written responses
• Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers
• Receive and log all queries received through phone and chat in Panorama / Trouble Ticketing / SIM tool in English
• Responding to inquiries regarding policies related to attendance, payroll corrections, etc.
• Demonstrated ability to work independently and make complex decisions with little to no guidance

Adhere to defined processes and ensure delivery in accordance with set Quality & SLA standards

• Exceptionally strong customer handling and conflict resolution skills with a keen focus on policies, quality and customer experience.
• Ensure that service levels are achieved at all times for HR service processes
• Demonstrated ability to analyze problems logically and commit to change and process improvement (applying KAIZEN & LEAN methodologies)
• Self-disciplined, diligent, proactive and detail oriented
• Effective prioritization of work time to ensure productivity, fulfill department standards for time spent and individually prioritize multiple tasks of competing urgency
• Strong ability to exceed expectations with regard to performance and individual contribution
• Ability to maintain high levels of confidentiality and data security standards
• Passionate commitment to Amazon's emergence as the world's most customer-centric company
• Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement

Job summary DESCRIPTION Overview: Amazon Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world. About Amazon Centralized Timekeeping The vision of the Centralized Timekeeping team is to utilize top talent to streamline time and attendance data entry, reduce payroll defects and provide consistently high service levels. Today, CTK supports and manages time and attendance matters for thousands of Amazon Associates. Requests for edits are submitted via trouble ticketing from operators and HR across the network. The Centralized team manages the ticket queue by executing on the requests on a FIFO basis but will prioritize any payroll impacting ticket if there is a risk of a payroll defect. The efforts of this team support the business by ensuring associate’s time and attendance matters are handled with speed, precision and with customer obsession always in mind. Position Description Join Amazon’s HR team and help make a difference for all Amazonians! We are recruiting for a Time and Attendance Operational Admin. This position specializes in the time and attendance management via chat/phone. The Timekeeper role is a centralized function that will manage time and attendance matters for buildings across the network. This role requires fast, accurate, and reliable data entry. You will provide resolution to the queries raised by amazon Employees via phone calls or chats and address their time related queries. Your primary focus will be resolution of incoming call/chats. Be the voice of CTK, as the first point of contact for Employees, Managers and the HR community. You may participate in continuous improvement process projects. A keen understanding of Amazon’s attendance policies, employee groups, and applicable state and federal laws will be necessary. You will report directly to the Time and Attendance Manager or Time and Attendance POC.

BASIC QUALIFICATIONS

• College graduate or have experience in the Customer Service industry for a minimum of 2 years
• Excellent written/spoken English skills with an ability to compose grammatically correct, concise and accurate written responses
• Excellent interpersonal skills, with the ability to communicate complex issues correctly and clearly to both internal and external customers
• Receive and log all queries received through phone and chat in Panorama / Trouble Ticketing / SIM tool, in English
• Responding to inquiries regarding policies related to attendance, payroll corrections, etc.
• Demonstrated ability to work independently and make complex decisions with little to no guidance

Adhere to defined processes and ensure delivery in accordance with set Quality & SLA standards

• Exceptionally strong customer handling and conflict resolution skills with a keen focus on policies, quality and customer experience.
• Ensure that service levels are achieved at all times for HR service processes
• Demonstrated ability to analyze problems logically and commit to change and process improvement (applying KAIZEN & LEAN methodologies)
• Self-disciplined, diligent, proactive and detail oriented
• Effective prioritization of work time to ensure productivity, fulfill department standards for time spent and individually prioritize multiple tasks of competing urgency
• Strong ability to exceed expectations with regard to performance and individual contribution
• Ability to maintain high levels of confidentiality and data security standards
• Passionate commitment to Amazon's emergence as the world's most customer-centric company
• Shifts: The job involves working in a 24/7 environment including night shifts and the shifts are decided based on the business requirement