Amazon Escalation Specialist
4 weeks ago
This role is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. We value diversity and promote an inclusive culture that empowers our team to deliver exceptional results.
**About Us:**
Amazon Global Security Operations Centre (GSOC) aims to mitigate security and operational risks to our associates, physical assets, and brand. Our 24/7 services include alarm monitoring and response, incident triage, and crisis management. We support Amazon Worldwide Stores by providing critical incident and workplace violence triage, coordination, and facilitation.
We are hiring an Escalation Specialist at GSOC- India office. This role will work directly with customers, law enforcement, delivery associates, and operations to navigate and triage security and operational risks. You will provide critical incident and workplace violence triage, coordination, and facilitation. Your primary goal is to ensure seamless communication between internal and external stakeholders while maintaining high-quality service standards.
Key Responsibilities:
- Provide support to delivery associates on-road and customers receiving shipments or services from Amazon, researching and troubleshooting with internal tools.
- Triage and prioritize incoming incidents and collaborate with crisis management leadership.
- Transfer lower severity calls to appropriate partners including Customer Service and Shipping/Delivery.
- Manage phone communications and facilitate the flow of information between various internal and external customers.
- Write clear and concise reports in a timely manner which will be escalated to senior leadership and stakeholders.
A Day in the Life:
You will demonstrate ownership, customer obsession, and concise oral and writing skills. The ability to learn new technology quickly is essential. You must be willing to support any schedule during our DAY, NIGHT, or MIXED hours shifts. We operate 24x7 -365 Days.
Requirements:
- Conversational level fluency in Spanish and English
- Effective computer skills as needed for work (e.g., Data Entry, MS Office Suite and programs to include Word, Excel, and Outlook) including the ability to type a minimum of 35 words per minute with high accuracy
- Ability to use multiple software applications simultaneously with demonstrated knowledge of working over internet and successfully navigating websites
- Demonstrates effective, clear and professional written and oral communication and attention to detail
- Demonstrates effective composure, empathy, and a positive, professional attitude
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
Preferred Qualifications:
- 3+ months of customer service experience, to include answering multiple phone lines and ticket related communication in a Command Center work environment
- Bachelor's degree - Preferably in Criminal Justice, Political Science, Crisis Management or Business Administration
- Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers
- Experience working in fast-paced environments, and managing workload even during times of stress, or escalated activity
- Intermediate fluency in one or more of the following languages Hindi, Telugu, Italian, German, French
Estimated Salary:$60,000 - $80,000 per year (dependent on location and experience).
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