Security Risk Manager

1 week ago

Bengaluru, Karnataka, India beBeeEscalation Full time ₹ 10,00,000 - ₹ 20,00,000
Job Description:\

The Escalation Specialist will work directly with customers, law enforcement, delivery associates, and operations to navigate and triage security and operational risks while providing critical incident and workplace violence triage, coordination, and facilitation.\

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Key Job Responsibilities:\
  • \
  • Provide support to delivery associates on-road and customers receiving shipments or services from Amazon by researching and troubleshooting with internal tools.\
  • Triage and prioritize incoming incidents and collaborate with crisis management leadership.\
  • Transfer lower severity calls, which can be a significant percentage of total call volume, to appropriate partners including Customer Service and Shipping Delivery Manage phone communications and facilitate the flow of information between various internal and external customers.\
  • Delivery Associates, Delivery Service Providers, Operations Managers, Customer Service Associates, Amazon Customers.\
  • Write clear and concise reports in a timely manner which in turn will be escalated to senior leadership and stakeholders.\
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Basic Qualifications:\
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  • 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.\
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Preferred Qualifications:\
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  • 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.\

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