Important Points to Remember
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Role is a 12+ months contract on Amazon payroll.
Work From Office (WFO) – based in Hyderabad.
Apply only if you meet the qualification and shift requirements.
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Job Overview
| Category | Details |
|---|---|
| Job Role | CTK Service Associate (L3) – MyHR Live Support |
| Company | Amazon |
| Location | Hyderabad – Work From Office |
| Contract Duration | 12 Months + Amazon Payroll Contract |
| Work Mode | Work From Office (24/7 rotational shifts) |
| Experience | 0–10+ Years (Contact Center / HR / Customer Service) |
| Education | Bachelor’s Degree (Any Discipline) |
| Skills Required | Communication, Problem-Solving, Customer Service, Multitasking, MS Office |
About Company
Amazon is a world leader in e-commerce, logistics, cloud computing, and digital innovation. The Amazon India Development Center (AIDC) builds and supports global technologies, products, and services used by millions of Amazon customers worldwide.
About the Team
This role supports the MyHR Live Support & Centralized Time Keeping (CTK) team. The team handles HR inquiries for over 1.5 million Amazonians worldwide, covering:
Time-off & attendance
Pay & compensation
Contact center HR support
Relocation & offboarding
Global HR queries via calls, chats & tickets
The role involves live interactions, real-time communication, handling sensitive employee situations, and delivering empathetic, customer-obsessed service.
Detailed Responsibilities
As a CTK Service Associate (L3), you will:
✔ Handle Live Employee Support
Manage high-volume calls, chats, cases, and tickets.
Resolve HR queries using documentation, SOPs, FAQs & knowledge bases.
Provide accurate solutions while ensuring confidentiality.
✔ Build Employee Trust
Engage in empathetic, personalized conversations.
Quickly adjust solutions to changing employee needs.
Handle urgent cases with presence of mind and proper documentation.
✔ High Judgment & Critical Thinking
Apply balanced decision-making in real time.
Refer complex cases to partner teams when required.
Maintain high ethical standards and confidentiality.
✔ Contact Center Operations
Meet performance metrics (AHT, CSAT, resolution, quality).
Adhere to shift schedules, break timings, and attendance policies.
Work flexible shifts: nights, weekends, rotational schedules.
✔ Collaboration & Process Improvement
Participate in cross-team problem solving.
Support process enhancements and policy updates.
Adapt to new tools, systems, workflows and technologies.
This role requires excellent multitasking ability and calmness under pressure.
Eligibility Criteria
Bachelor's degree in any discipline.
0–10+ years of experience in customer service, contact center, HR or related field.
Strong communication (spoken & written).
Good with Microsoft Office applications.
Experience working in confidential environments.
Flexible for 24/7 rotational shifts.
Preferred Qualifications
2+ years of contact center experience.
Knowledge of Excel (functions, lookups, navigation).
Experience with LOA, HR operations, employee benefits.
Ability to handle confidential information under pressure.
Strong organizational and multitasking abilities.
Experience handling multiple calendars & deadlines.
Shifts & Schedule
24×7 rotational shifts
Shift rotation every 3–4 months
Night shifts included
Two consecutive rotational weekly offs
Selection Process
| Stage | Description |
|---|---|
| Application Review | Evaluation of resume, communication & HR/CS experience |
| Online Assessment | HR process understanding + Communication test |
| Operations/HR Interview | Assessment of judgment, empathy & problem-solving |
| Final Decision | Offer rollout based on Amazon hiring norms |
Salary & Benefits
CTK Associate roles at Amazon typically offer competitive compensation. Based on similar Amazon L3 roles in India, the package usually ranges around:
Estimated Pay: ₹3.5 – ₹5.5 LPA (varies by experience & internal structure)
Benefits may include:
Medical insurance
Provident fund
Night shift allowance
Employee wellness programs
Paid time off
Global exposure to HR technologies
Career development & training
Amazon employee discounts
How to Apply (Step-by-Step)
Visit the official Amazon job application link.
Sign in / Create a candidate profile.
Fill in the required details and upload resume.
Complete assessments (if any).
Monitor email for interview scheduling.
👉 Apply here | Similar Roles @ Amazon
Resume Tips
Highlight contact center, customer service, or HR experience.
Show multitasking, communication, empathy & problem-solving.
Add any experience with confidential information handling.
Showcase tools like Excel, MS Office, ticketing systems.
Assessment / Interview Tips
Prepare for behavioral questions based on Amazon’s Leadership Principles.
Focus on empathy, judgment, and customer obsession.
Practice HR scenario-based problem solving.
Speak clearly, confidently, and remain calm during roleplay scenarios.
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