The mission of Amazon Global Security Operations Centre (GSOC) is to mitigate security and operational risks to our associates, physical assets, and brand. GSOC supports Amazon Worldwide Stores by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management.

Amazon is hiring an Escalation Specialist at GSOC- India office. The Escalation Specialist will work directly with customers, law enforcement, delivery associates, and operations to navigate and triage security and operational risks, while providing critical incident and workplace violence triage, coordination, and facilitation.

Key job responsibilities

• Provide support to delivery associates on-road, and customers receiving shipments or services from Amazon, by researching and troubleshooting with internal tools.
• Triage and prioritize incoming incidents and collaborate with crisis management leadership.
• Transfer lower severity calls, which can be a significant percentage of total call volume, to appropriate partner including Customer Service and Shipping/Delivery
• Manage phone communications and facilitate the flow of information between various internal and external customers (Delivery Associates/Delivery Service Providers/Operations Managers/Customer Service Associates/Amazon Customers).
• Write clear and concise reports in a timely manner which in turn will be escalated to senior leadership and stakeholders.

A day in the life
The successful candidate will exemplify Amazon’s goal to be Earth’s most customer-centric company and have a proven track record of legendary customer service, good judgment, and be gifted at learning new technology. Demonstrating ownership, customer obsession, and concise oral and writing skills are crucial requirements for this role.

We have a 5-day work week but given the 7 days a week operation, the 2 scheduled days off will vary based on shift patterns and business needs.

Basic qualifications

• High school or equivalent diploma
• Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience in an IT/operations/call/command center work environment
• Can read, write and speak Spanish, Hindi and English
• Demonstrates effective composure, empathy, and a positive, professional attitude

Preferred qualifications

• Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers
• Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment
• 6+ months of customer service experience, to include answering multiple phone lines and ticket related communication in a Command Center work environment
• Intermediate fluency in one or more of the following languages Spanish, Hindi and English
• Bachelor’s degree – Preferably in Criminal Justice, Political Science, Crisis Management or Business Administration
• Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers
• Experience working in fast paced environments, and managing workload even during times of stress, or escalated activity

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.