Escalations Specialist - Spanish, Worldwide Operations Security (WWOS)

About the role

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

• 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

• Demonstrated ownership, customer obsession, and concise oral and writing skills are crucial requirements for this role.
• Must be willing to support any schedule during our DAY, NIGHT, or MIXED hours shifts.
• Conversational level fluency in Spanish is preferred.

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

• Effective, clear, and professional written and oral communication.
• Attention to detail.
• 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. 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), 401(k) Plan.