Escalations Specialist Italian, Worldwide Operations Security (WWOS)

About the role

Amazon is seeking articulate, strategic applicants with a desire to work directly with customers, law enforcement and drivers to mitigate security and operational risks and bring to successful resolution in support of our Shipping and Delivery Support (SDS). The applicant will exemplify the Amazon Customer Service goal to be Earth’s most customer-centric company by solving driver and customer problems appearing throughout all delivery experiences.

This unique role handles law enforcement, customer and driver contacts through different communication channels including phone, email, and chat. Demonstrated ownership, customer obsession, and concise oral and writing skills are crucial requirements for this role. This role will be located at our Global Security Operations Center (GSOC).

The GSOC provides: global, regional, localized crisis management coordination and facilitation, regional geopolitical and security risk monitoring and expertise, and assistance with alarm monitoring services for Amazon’s regional locations, coordinates and facilitates the crisis management response to significant Workplace Incident Management events (workplace violence; WIM), troubleshoots issues with the alarm access control system, and issues credentials to critical data locations, among other daily service and projects.

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. Must be willing to support any schedule during our DAY, NIGHT, or MIXED hours shifts.

Requirements

• High school or equivalent diploma
• Conversational level fluency in Italian
• 3+ months of customer service experience/Operation Call/Command Center work environment
• 1+ years of experience with MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
• Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment
• Typing skills at 35 words per minute with high accuracy
• Knowledge of working over internet and successfully navigating websites

Preferred Qualifications

• Bachelor’s degree – Preferably in Criminal Justice, Political Science, Crisis Management or Business Administration
• Exude patience and ownership with each customer
• Experience in resolving conflicts and set appropriate expectations with customers
• Experience providing crisis management triage

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.

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

Pay

The base salary range for this position is $22.00 - $31.00 USD hourly. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

Schedule

We are open 24 hours and day and 7 days a week. 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.