24/7 Contact Center Professional

1 day ago


Fatih, Istanbul, Turkey Amazon Full time

Join our dynamic MyHR Live Support team as a 24/7 Contact Center Professional As a key member of our global contact center operations, you will provide top-notch support to Amazon employees worldwide, handling a high volume of live contacts primarily through phone calls and potentially chats.

Your primary responsibilities will include resolving employee inquiries holistically by referring to available documentation such as frequently asked questions, knowledge base articles, and standard operating procedures. You will also build customer trust through empathetic, personalized conversations, assessing and adjusting resolution plans to each employee's changing needs during live interactions.

Responsibilities

As a Contact Center Professional, your main objectives will be:

  1. Handle a high volume of live contacts, taking ownership in ensuring each interaction is resolved with a high degree of problem-solving and customer obsession.
  2. Resolve inquiries holistically by referring to available documentation, escalating when necessary.
  3. Build customer trust through empathetic, personalized conversations, adapting to each employee's changing needs.
  4. Respond promptly to employees' urgent issues, ensuring the right communication and documentation occurs.
  5. Use high judgment, critical thinking, and rationale to balance process adherence with employees' needs, analyzing and deciding on resolutions in real-time.


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