Job Description

Amazon Escalations Specialist

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.

Key job responsibilities include:

• 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.
• 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.
• 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.

A day in the life The Escalations Specialist will intake both last mile and under the roof emergency incidents that impact operations, life/safety, and Amazon brand. Assisting in the notification process of Amazon and their stakeholders. Candidates for this role must have conversational level fluency in Arabic.

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

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

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

Basic Qualifications:

• High school or equivalent diploma
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Experience multitasking, including answering multiple phone lines, prioritize e-mail, instant message, and ticket related communication, and communicate clearly within a command center environment
• Knowledge of working over internet and successfully navigating websites
• 1+ years of working with computers and Microsoft Office (including Outlook, Word, and Excel) experience
• Speak, write, and read fluently in Arabic
• 3+ months of customer service experience/Operation Call/Command Center work environment
• Typing skills at 35 words per minute with high accuracy

Preferred Qualifications:

• Bachelor's degree, or experience in investigations case management
• Experience in resolving conflicts and set appropriate expectations with customers
• Experience providing crisis management triage
• Experience in exceeding quota and key performance metrics
• Experience working in fast paced environments, and managing 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $42,300/year in our lowest geographic market up to $72,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.

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