Associate IS-Directory Assistance Operator

Join Amgen’s Mission of Serving Patients

At Amgen, if you feel like you’re part of something bigger, it’s because you are. Our shared mission—to serve patients living with serious illnesses—drives all that we do.

Since 1980, we’ve helped pioneer the world of biotech in our fight against the world’s toughest diseases. With our focus on four therapeutic areas –Oncology, Inflammation, General Medicine, and Rare Disease– we reach millions of patients each year. As a member of the Amgen team, you’ll help make a lasting impact on the lives of patients as we research, manufacture, and deliver innovative medicines to help people live longer, fuller happier lives.

Our award-winning culture is collaborative, innovative, and science based. If you have a passion for challenges and the opportunities that lay within them, you’ll thrive as part of the Amgen team. Join us and transform the lives of patients while transforming your career.

Associate IS-Directory Assistance Operator

What you will do

Let’s do this. Let’s change the world. In this vital role you will be responsible for providing accurate and efficient information to customers seeking telephone numbers, addresses, and other contact details. The role involves operating telecommunications equipment, handling high volumes of calls, and maintaining a high level of customer service.

Roles & Responsibilities:

Associate IS Directory Assistance Operator

• Provide Contact Information and Assist with Call Routing: Respond to customer inquiries by searching directories for contact details and directly connecting calls. Facilitate operator-assisted calls for Amgen staff and ensure proper routing through proactive communication with relevant workgroups.
• Handle Emergency and Special Service Requests: Assist customers in finding emergency services and handling specialized inquiries efficiently.
• Maintain and Update Directory Listings: Keep internal directories up to date for individuals, departments, and business units. Manage a contact list for routing requests, frequently used numbers, and department information.
• Answer General Inquiries and Provide Support: Help customers navigate the phone system, including instructions for international dialing and access to specific services.
• Ensure Accuracy, Speed, and Confidentiality: Provide timely and accurate information while maintaining confidentiality and discretion in handling sensitive data.
• Deliver High-Quality Service Under Pressure: Handle customer interactions with professionalism and courtesy, even in high-pressure situations, ensuring accuracy and efficiency in managing high volumes of inquiries.

Utilize Telecommunications Systems and Provide Project Support: Use telecommunications systems, computers, and directory lookup software to route calls and manage project-related updates to internal listings

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.

Basic Qualifications and Experience:

• Master’s degree with a 1 - 3 years of experience in Computer Science, IT or related field OR
• Bachelor’s degree with 3 - 5 years of experience in Computer Science, IT or related field OR
• Diploma with 7-9 years of experience in Computer Science, IT or related field
• Prior experience in a call center or customer service role
• Strong communication skills, both verbal and written
• Proficient in the use of computers and telecommunications equipment
• Ability to work in a fast-paced environment and meet deadlines
• Excellent customer service skills
• Strong attention to detail and accuracy
• Proficient use of M365 collaboration tools

Preferred Qualifications:

Preferred Qualifications:

• Clear Communication & Active Listening:

Articulate information accurately and listen attentively to understand customer needs.

• Customer Service & Empathy:

Provide friendly, professional assistance while handling customer inquiries with patience and understanding.

• Problem-Solving & Attention to Detail:

Quickly find solutions, resolve issues, and ensure accurate information is provided.

• Time Management & Adaptability:

Handle a high volume of calls efficiently and adapt to changing needs or technologies.

Work Hours: This position requires you to work a later shift and may be assigned a second or third shift schedule. Candidates must be willing and able to work during evening or night shifts, as required. Potential Shifts (subject to change based on business requirements): Second Shift: 2:00pm – 10:00pm IST; Third Shift: 10:00 pm – 7:00 am IST.

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now

for a career that defies imagination

Objects in your future are closer than they appear. Join us.

careers.amgen.com

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other and live the Amgen values to continue advancing science to serve patients. Together, we compete in the fight against serious disease.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or any other basis protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.