Amazon is hiring a CTK Svc Associate (S) for its Centralized Time Keeping team. The role supports Amazon employees by answering HR and employee-service questions through phone calls, chats, cases and tickets. The position requires customer service experience, knowledge of Microsoft Office, clear English communication and the ability to handle confidential employee information.

The team provides employee support across different regions and time zones. You will investigate requests, use internal guidance to resolve issues, document interactions and involve partner teams when a request needs further attention. The role requires flexibility to work evening, weekend and overnight shifts as part of a 24/7 support operation.

What You’ll Do

• Handle employee enquiries through phone calls, chats, cases and support tickets.
• Take ownership of requests and work toward resolving them during the first interaction where possible.
• Use FAQs, knowledge-base articles and standard operating procedures to answer questions.
• Escalate cases that cannot be resolved within established procedures.
• Communicate with employees in a clear, empathetic and professional manner.
• Respond to urgent employee issues and maintain accurate case documentation.
• Use judgement to balance employee needs with company policies and processes.
• Coordinate with partner teams when requests involve cross-functional issues or process changes.
• Work toward service targets such as contact handling time, first-contact resolution and customer satisfaction.
• Follow assigned schedules and support evening, weekend or overnight shifts when required.

What You Need

• A bachelor’s degree or an advanced degree.
• At least 6 months of human resources experience.
• At least 6 months of customer service experience.
• At least 6 months of experience using Microsoft Office products and applications.
• Fluency in written and spoken English, including the ability to understand and follow instructions in English.
• Experience working with confidential information or in confidential environments.
• Ability to manage multiple contacts and tasks in a fast-paced support environment.
• Strong written communication, verbal communication and problem-solving skills.

Preferred Qualifications

• At least 1 year of contact centre or customer service industry experience.
• Knowledge of Microsoft Excel.
• Experience with employee processes such as onboarding, benefits, investigations, training or talent management.
• Experience resolving customer issues and working effectively under pressure.
• Experience in technical support or development.
• Experience handling confidential information and communicating professionally with senior executives.
• Experience managing multiple calendars, prioritising assignments or coordinating end-to-end projects.

Before You Apply

• Make sure your resume clearly shows your HR experience, customer service experience and Microsoft Office experience.
• Prepare examples of employee or customer enquiries you handled and how you resolved or escalated them.
• Review Excel basics and be ready to describe how you use Microsoft Office in your work.
• Prepare examples that show how you protect confidential information and communicate professionally.
• Confirm that you can work the shifts required for a 24/7 support operation, including evenings, weekends or overnight shifts.

Work Location and Schedule

Amazon lists Hyderabad, Telangana, as one of the locations for this position and marks it as virtual. Uttar Pradesh, Bengaluru and Mumbai are also listed. The team supports employees across time zones, so shift flexibility is required.

About the Team

Amazon’s Centralized Time Keeping team includes HR contact-centre professionals who support employees with HR-related questions and service requests. The team uses internal guidance and established processes to resolve enquiries and maintain consistent support across regions.