Escalations Splst Spanish, Worldwide Operations Security (WWOS)

About the role

The role supports 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. This includes being an excellent communicator and influencer with the ability to facilitate the flow of information between different internal and external 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 resolve 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.
• We are open 24 hours and day and 7 days a week

About the team

The Global Emergency Escalations team consists of Escalations Specialists operating in 14 different languages supporting last mile deliveries globally, consisting of Crisis Managers and Escalation Specialists. They intake incidents assisting reporting persons that included customers, community members, law enforcement, and delivery drivers. We specialize in last mile on the road incidents investigating driver's routes and assisting Amazon sites globally.

Qualifications

• High school or equivalent diploma
• 3+ months of customer service experience/Operation Call/Command Center work environment
• 1+ years of experience with MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
• Experience multitasking, including answering multiple phone lines, prioritizing e-mail, instant message, 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 internet and successfully navigating websites

Basic Qualifications

• High school or equivalent diploma
• 3+ months of customer service experience/Operation Call/Command Center work environment
• 1+ years of experience with MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
• Experience multitasking, including answering multiple phone lines, prioritizing e-mail, instant message, 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 internet and successfully navigating websites

Preferred Qualifications

• Bachelor’s degree – Preferably in Criminal Justice, Political Science, Crisis Management or Business Administration
• Exude patience and ownership with each customer
• Exemplary performance record, particularly with regard to quality & productivity
• Demonstrates effective, clear and professional written and oral communication and attention to detail
• Demonstrates 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