CTK Svc Sr. Associate [S], CTK

Overview: Amazon
strives to be Earths 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 - continues to grow and evolve as a world-class e-commerce platform. Amazons evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the companys DNA. The worlds brightest technology minds come to 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 associates time and attendance matters are handled with speed precision and with customer obsession always in mind.

Position Description:
Join Amazons HR team to support our global workforce as a Time and Attendance Operations this role you will manage employee time records and provide essential support through case chat and phone channels. As part of our Centralized Timekeeper (CTK) function you will serve multiple Amazon facilities across the network acting as the first point of contact for employees managers and HR partners.



Key job responsibilities
Your core responsibilities include resolving employee inquiries about time and attendance & HR queries through phone and chat support while ensuring accurate and timely data entry for attendance management. You will maintain detailed records in the service case management system and apply Amazons attendance policies while ensuring compliance with state and federal laws. This position requires addressing HR queries using standard operating procedures and documentation taking full ownership of employee cases from initial contact to resolution.

As a key team member you will document process gaps and suggest service improvements communicating clearly in English through both verbal and written channels. Your role involves contributing to team initiatives for service enhancement and maintaining a strong focus on customer service. You will report directly to the Time and Attendance Manager or designated Point of Contact. The ideal candidate will demonstrate strong attention to detail excellent communication skills and a commitment to delivering exceptional service to all Amazonians.


- Bachelors degree or Advanced Degree
- Speak write and read fluently 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

- 2 years of contact center experience or experience in the customer service/contact center industry
- Knowledge of Excel at a basic level (e.g. UX navigation math & logical functions lookup functions etc.)
- Experience in providing consultation and guidance on leave of absence human resources benefits or complex employee matters
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure or experience in development or technical support
- Experience dealing effectively with customers during problem resolution and operating efficiently under pressure
- Experience handling confidential information and maintaining professionalism in dealing with senior executives or experience managing multiple calendars
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines

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