Escalations Specilist Italian, Worldwide Operations Security (WWOS)

About the role

The role is located at the Global Security Operations Center (GSOC) and supports drivers on-road and customers receiving shipments handled by Amazon Logistics.

Responsibilities

• Support drivers on-road and customers receiving shipments by researching and troubleshooting with internal tools and triaging incidents.
• Facilitate the flow of information between different internal and external customers (Delivery Associates, Delivery Service Providers, Station Managers, Customer Service Associates, Amazon Logistic Customers).
• Resolve potential issues impacting driver and customer delivery experience quickly.
• Manage email and phone communications, supporting other functions and/or projects as assigned.
• Support the escalation process for last mile emergency incidents that impact operations, life/safety, and the Amazon brand.
• Assist in the notification process of Amazon and their stakeholders.

Requirements

• Conversational level fluency in Italian.
• 3+ months of customer service experience/Operation Call/Command Center work environment.
• 1+ years of experience with MS Office Suite and programs like 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 within a command center environment.
• Typing skills at 35 words per minute with high accuracy.
• Knowledge of working over the internet and successfully navigating websites.

Qualifications

• High school or equivalent diploma.
• 3+ years of exceeding quota and key performance metrics experience.
• Experience working in fast-paced environments, managing workload during times of stress or escalated activity.
• Experience with written and verbal communication and presentation.
• Experience handling customers and conflict resolution with a focus on quality for customer experience.
• Bachelor’s degree in Criminal Justice, Political Science, Crisis Management, or Business Administration preferred.
• Exude patience and ownership with each customer.
• Experience in resolving conflicts and setting appropriate expectations with customers.
• Experience providing crisis management triage.

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.