Escalations Specilist German, Global Security Organization (GSO)

Description

Amazon is seeking a German-speaking Escalations Specialist to work directly with customers, law enforcement, and drivers to mitigate security and operational risks and bring successful resolutions to support its Shipping and Delivery Support (SDS) operations. SDS supports multiple regions including US, CA, MX, UK, India, and many countries within the EU. The role involves handling law enforcement, customer, and driver contacts through various communication channels like phone, email, and chat. The ideal candidate must demonstrate ownership, customer obsession, and concise communication skills.

Key job responsibilities

• Support drivers on-road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting incidents.
• Facilitate the flow of information between internal and external customers (Delivery Associates, Delivery Service Providers, Station Managers, Customer Service Associates, Amazon Logistics Customers).
• Resolve potential issues impacting driver and customer delivery experiences quickly.
• Manage email and phone communications, supporting other functions and/or projects as assigned by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• Work shift schedules, potentially including nights, weekends, and public holidays.

About the team

The Global Emergency Escalations team consists of Escalations Specialists operating in 14 different languages, supporting last-mile deliveries globally. They intake incidents, assist reporting parties including customers, community members, law enforcement, and delivery drivers. Specializing in last-mile on-the-road incidents, they investigate driver routes and assist Amazon sites worldwide.

Basic Qualifications

• High school diploma or equivalent
• Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
• Flexible schedule/shift/work area, including weekends, nights, and holidays
• Experience in an IT/operations/call/command center work environment
• Conversational level fluency in German
• 3+ months of customer service experience/Operation Call/Command Center work environment
• Experience with MS Office Suite and programs, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
• Experience multitasking, including answering multiple phone lines, prioritizing emails, instant messages, and ticket-related communication, and communicating clearly in a command center environment
• Typing skills at 35 words per minute with high accuracy
• Knowledge of working over the internet and successfully navigating websites

Preferred Qualifications

• Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers
• Experience multitasking, including answering multiple phone lines, prioritizing emails, instant messages, and ticket-related communication, and communicating clearly in a command center environment
• 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 setting appropriate expectations with customers
• Experience providing crisis management triage
• Exemplary performance record, particularly with regard to quality & productivity
• Experience working in fast-paced environments and managing workload even during times of stress or escalated activity
• Demonstrated effective, clear, and professional written and oral communication and attention to detail
• Demonstrated effective communication, composure, empathy, and a positive professional attitude
• Customer Focus - Experience in approaching problems logically and with good judgment to ensure the appropriate customer outcome

Pay

Details on pay are not specified in the job posting.

Schedule

Shift work is required, potentially including nights, weekends, and public holidays. Must be willing to support any schedule during DAY, NIGHT, or MIXED hours shifts.