Escalations Specialist - German, Worldwide Operations Security (WWOS)

About the role

The role supports drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting incidents. It involves communicating effectively with internal and external customers, resolving issues impacting driver and customer delivery experiences, and managing email and phone communications.

Responsibilities

• Research and resolve incidents affecting drivers and customers during delivery of customer orders.
• Facilitate the flow of information between internal and external customers, including Delivery Associates, Delivery Service Providers, Station Managers, Customer Service Associates, and Amazon Logistics customers.
• Communicate quickly to resolve potential issues impacting the driver and customer delivery experience.
• Manage email and phone communications, providing support for other functions and/or projects as assigned by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• Support crisis management coordination and facilitation, regional geopolitical and security risk monitoring and expertise, and assistance with alarm monitoring services for Amazon's regional locations.
• Coordinate and facilitate the crisis management response to significant Workplace Incident Management events (workplace violence; WIM).
• Troubleshoot issues with the alarm access control system and issue credentials to critical data locations.

Requirements

• Conversational level fluency in German.
• 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.

Qualifications

• High school or equivalent diploma.

Skills

• Ownership, customer obsession, and concise oral and writing skills.

Benefits

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: Medical, Dental, and Vision Coverage, Maternity and Parental Leave Options, Paid Time Off (PTO), and a 401(k) Plan.

Pay

Details on pay are not specified in the job posting.

Schedule

Shift work will be required, potentially to include nights, weekends, and Public Holidays. Must be willing to support any schedule during our DAY, NIGHT, or MIXED hours shifts.