Amazon Security Crisis Manager
13 hours ago
About Amazon
A career at Amazon offers the opportunity to be part of a global team that's changing the way people live, shop, and work. At Amazon, our goal is to be Earth's most customer-centric company, where customers can find and discover anything they might want to buy online. We are an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.
The Escalation Specialist will play a critical role in supporting Amazon Worldwide Stores by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management. This individual will work directly with customers, law enforcement, delivery associates, and operations to navigate and triage security and operational risks.
Main Responsibilities:
- Triage and prioritize incoming incidents and collaborate with crisis management leadership.
- Transfer lower severity calls to appropriate partners, including Customer Service and Shipping/Delivery Services.
- 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.
Requirements:
- Conversational level fluency in Italian and English.
- Effective computer skills as needed for work, including data entry, MS Office Suite, and programs like Word, Excel, and Outlook.
- Ability to type a minimum of 35 words per minute with high accuracy.
- Demonstrated knowledge of working over the internet and successfully navigating websites.
- Effective, clear, and professional written and oral communication and attention to detail.
- Demonstrates effective composure, empathy, and a positive, professional attitude.
Preferred Qualifications:
- 3+ months of customer service experience, including 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, Spanish, German, French, and Turkish.
Benefits:
We offer competitive salaries and benefits, including health insurance, retirement plans, and paid time off. Additionally, we provide opportunities for professional growth and development through training and education programs.
Salary: The estimated salary for this position is around $65,000 - $80,000 per year, depending on location and experience.
This is a unique opportunity to join Amazon's Global Security Operations Centre (GSOC) in India and be part of a dynamic team that's dedicated to ensuring the safety and security of our employees and assets.
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