Escalations Specialist - Portuguese, Global Security Organization (GSO)

Amazon • Goodyear, AZ

445d

About The Position

The Escalations Specialist role at Amazon's Global Security Organization (GSO) focuses on mitigating security and operational risks while providing exceptional customer service. This position involves direct interaction with customers, law enforcement, and drivers to resolve issues related to the delivery experience. The specialist will work within the Global Security Operations Center (GSOC) to support the timely and safe delivery of shipments across various regions, ensuring a seamless experience for all stakeholders involved.

Requirements

• Conversational level fluency in Portuguese.
• 3+ months of customer service experience or experience in an Operation Call/Command Center environment.
• 1+ years of experience with MS Office Suite including Word, PowerPoint, Excel, Outlook, InfoPath, and SharePoint.
• Ability to multitask, including managing multiple phone lines and prioritizing various forms of communication in a command center environment.
• Typing skills of at least 35 words per minute with high accuracy.
• Knowledge of navigating websites and working over the internet.

Nice To Haves

• Bachelor's degree in Criminal Justice, Political Science, Crisis Management, or Business Administration.
• Experience in conflict resolution and setting appropriate expectations with customers.
• Experience in crisis management triage.
• Proven record of exemplary performance in quality and productivity.
• Ability to manage workload in fast-paced environments, especially during stressful situations.
• Demonstrated effective communication, empathy, and a positive professional attitude.
• Customer-focused approach to problem-solving.

Responsibilities

• Support drivers on-road and customers receiving shipments by researching and troubleshooting incidents during delivery.
• Facilitate communication between internal and external customers, including Delivery Associates, Service Providers, and Station Managers.
• Quickly resolve potential issues impacting driver and customer delivery experiences.
• Manage email and phone communications, supporting functions and projects as assigned by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• Intake last mile emergency incidents that affect operations and safety, assisting in the notification process for stakeholders.

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Education Level: Bachelor's degree