• Bilingual Escalation Specialist - Italian

    Location US-AZ-Goodyear
    Posted Date 1 month ago(11/12/2018 2:49 PM)
    Job ID
    705512
    Company/Location (search) : Country (Full Name)
    United States
  • Job Description


    Amazon is seeking articulate, strategic applicants with a desire to work directly with customers, law enforcement and drivers to mitigate security and operational risks and bring to successful resolution in support of our Shipping and Delivery Support (SDS). SDS is the heart of transportation across the Amazon Supply Chain network, supporting multiple regions such as US, CA, MX, UK, India, and many countries within EU. It ensures hassle-free, timely pick-up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers. The applicant will exemplify the Amazon Customer Service goal to be Earth’s most customer-centric company by solving driver and customer problems appearing throughout all delivery experiences. This unique role handles law enforcement, customer and driver contacts through different communication channels including phone, email, and chat. Demonstrated ownership, customer obsession, and concise oral and writing skills are crucial requirements for this role. This role will be located at our Global Security Operations Center (GSOC). The GSOC provides: global, regional, localized crisis management coordination and facilitation, regional geopolitical and security risk monitoring and expertise, and assistance with alarm monitoring services for Amazon’s regional locations, coordinates and facilitates the crisis management response to significant Workplace Incident Management events (workplace violence; WIM), troubleshoots issues with the alarm access control system, and issues credentials to critical data locations, among other daily service and projects..


    Responsibilities
    The Escalations Specialist will provide: 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. A successful candidate will 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) and quickly resolves any potential issues that may impact driver and customer delivery experience.

    Responsibilities will include managing email and phone communications, providing and supporting other functions and/or projects tasked by the Crisis Operations Manager, or Assistant Crisis Operations Manager.

    The successful candidate will have a proven track record of legendary customer service, good judgment and be gifted at learning new technology.

    Shift work will be required, potentially to include nights, weekends and Public Holidays.

    *This position does not offer a relocation package*

    Basic Qualifications

    • In order to be considered for this position candidates MUST be fluent in English AND Italian.
    • 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
    • An interest in security, crisis management, or criminal justice
    • Ability to sit for prolonged periods of time (the entire work day)
    • High-level customer service skills as demonstrated by way of previous work history
    • 1+ years of experience with MS Office Suite and programs to include Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
    • Multitasking skills including the ability to answer multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment
    • Typing skills at 35 words per minute with high accuracy
    • Experience working in fast paced environments, and ability manage workload even during times of stress or escalated activity
    • Demonstrates effective, clear and professional written and oral communication and attention to detail.
    • Demonstrates effective communication, composure, empathy, and a positive professional attitude
    • Good knowledge of working over internet and an ability to successfully navigate websites
    • Customer Focus- Ability to approach problems logically and with good judgment to ensure the appropriate customer outcome

    Preferred Qualifications

    • At least 3 months of customer service experience/Operation
    • Call/Command Center work environment
    • Bachelor’s degree – Preferably in Criminal Justice, Political Science, Crisis Management or Business Administration
    • Ability to empathize with and prioritize customer needs
    • Ability to embrace constant change with flexibility and good grace
    • Exude patience and ownership with each customer
    • Ability to resolve conflicts and set appropriate expectations with customers
    • Demonstrate appropriate sense of urgency and adaptability in response to changing business needs
    • Experience providing crisis management triage
    • Enthusiasm and strong self-motivation
    • Exemplary performance record, particularly with regard to quality & productivity
    Amazon is an Equal Opportunity-Affirmative Action Employer - Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation
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