Escalations Specialist - Japanese, Worldwide Operations Security (WWOS)

Amazon is seeking articulate, strategic applicants to work directly with customers, law enforcement, and drivers to mitigate security and operational risks in support of our Shipping and Delivery Support (SDS). SDS is the heart of transportation across the Amazon Supply Chain network, supporting multiple regions such as the US, CA, MX, UK, India, and many countries within the EU. This role ensures hassle-free, timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers.

About the role

This unique role handles law enforcement, customer, and driver contacts through different communication channels including phone, email, and chat. The position is located at our Global Security Operations Center (GSOC), which provides global, regional, and localized crisis management coordination, geopolitical and security risk monitoring, alarm monitoring services, crisis management response for significant Workplace Incident Management events, and credentialing for critical data locations.

Responsibilities

• Support drivers on-road and customers receiving shipments by researching and troubleshooting with internal tools, and triaging incidents that occur during delivery of customer orders.
• Facilitate the flow of information between internal and external customers (Delivery Associates, Delivery Service Providers, Station Managers, Customer Service Associates, Amazon Logistic Customers).
• Quickly resolve potential issues that may impact driver and customer delivery experience.
• Manage email and phone communications, supporting other functions and projects as tasked by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• Intake both last mile and under-the-roof emergency incidents impacting operations, life/safety, and the Amazon brand, assisting in the notification process of Amazon and stakeholders.

Requirements

• High school diploma or equivalent.
• Willingness to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• 3+ months of customer service experience, operation call center, or command center work environment.
• Typing skills at 35 words per minute with high accuracy.
• Conversational level fluency in Japanese.

Preferred Qualifications

• Effective, clear, and professional written and oral communication skills.
• Attention to detail, 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.

Pay

USA, AZ, Goodyear - $22.59 - $31.73 USD hourly.