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Escalation Specialist, Critical Incident Operations – India CIOPS Office

Amazon

Our mission: To be Earth's most customer-centric company.

DESCRIPTION

Job summary
The mission of Amazon Global Security Operations (GSO) is to mitigate security and operational risks to our associates, physical assets, and brand. GSO’s Critical Incident Operations (CIOPS) supports Amazon Worldwide Operations by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management. Amazon is hiring an Escalation Specialist at Amazon’s India CIOPS Office (ICO) in Bangalore.

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
• 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

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.

Shift work will be required, potentially to include nights, weekends and Public Holidays. Must be willing to support any schedule during our DAY, NIGHT, or MIXED hours shifts. We are open 24 hours and day and 7 days a week

BASIC QUALIFICATIONS

Basic Qualifications
• Conversational level fluency in Telegu/Hindi/English (prefer Hindi as native language/mother tongue)
• 3+ months of customer service experience, to include answering multiple phone lines and ticket related communication in a Command Center work environment
• 1+ years of effective computer skills as needed for work (e.g., Data Entry, MS Office Suite and programs to include Word, Excel, and Outlook) including the ability to type a minimum of 35 words per minute with high accuracy
• Ability to use multiple software applications simultaneously with demonstrated knowledge of working over internet and successfully navigating websites
• Demonstrates effective, clear and professional written and oral communication and attention to detail
• Demonstrates effective composure, empathy, and a positive, professional attitude

PREFERRED QUALIFICATIONS

Preferred Qualifications
• Bachelor’s degree Preferably in Law Enforcement, 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

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Escalation Specialist, Critical Incident Operations – India CIOPS Office

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Amazon

Our mission: To be Earth's most customer-centric company.

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