Escalations Specialist - Arabic, Worldwide Operations Security (WWOS)

Key job responsibilities

• Support to drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools along with triaging incidents which could occur during delivery of customer’s orders.
• Be an excellent communicator and influencer with the ability to facilitate the flow of information between different internal and external customers (Delivery Associates/Delivery Service Providers/Station Managers/Customer Service Associates/Amazon Logistic Customers).
• Quickly resolves any potential issues that may impact driver and customer delivery experience.
• Manage email and phone communications, providing and supporting other functions and/or projects tasked by the Crisis Operations Manager, or Assistant Crisis Operations Manager.
• Shift work will be required, potentially to include nights, weekends and Public Holidays.
• We are open 24 hours and day and 7 days a week

A day in the life

The Escalations Specialist will intake both last mile and under the roof emergency incidents that impact operations, life/safety, and Amazon brand. Assisting in the notification process of Amazon and their stakeholders.

About the team

The Global Emergency Escalations team consists of Escalations Specialists operating in 14 different languages supporting last mile deliveries globally, consisting of Crisis Managers and Escalation Specialists. They intake incidents assisting reporting persons that include customers, community members, law enforcement, and delivery drivers. We specialize in supporting last mile on the road incidents and assisting Amazon sites globally.

Basic Qualifications

• A high school or equivalent diploma
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• 3+ months of customer service experience/Operation Call/Command Center work environment
• Typing skills at 35 words per minute with high accuracy

Preferred Qualifications

• Demonstrates effective, clear and professional written and oral communication and attention to detail
• Demonstrates effective communication, composure, empathy, and a positive professional attitude

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan