Escalations Specialist - Japanese, 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). SDS is the heart of transportation across the Amazon Supply Chain network, supporting multiple regions such as US, CA, MX, UK, India, and many countries within EU. It ensures hassle-free, timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers.

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.

Requirements

• 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.

Qualifications

• High school or equivalent diploma.
• 3+ months of customer service experience/Operation Call/Command Center work environment.
• Typing skills at 35 words per minute with high accuracy.

Skills

• Demonstrated ownership, customer obsession, and concise oral and writing skills.
• Conversational level fluency in Japanese.

Benefits

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