Escalations Specialist - Portuguese, 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.

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.

Responsibilities

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.

• 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
• 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
• Conversational level fluency in Portuguese

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

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.