Escalation Specialist, India Ciops Office
Job Description
DESCRIPTION
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
Rotational Shift (10 hrs) 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.
About the team
Highly motivated team that works out of BLR13.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND
BASIC QUALIFICATIONS
- 1+ years of customer service experience
- Speak, write, and read fluently in English
- Experience with Microsoft Office products and applications
- Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
- Experience in payments or e-commerce
PREFERRED QUALIFICATIONS
- Graduate with Hindi and English language command.
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Job Detail
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Job IdJD3167294
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBangalore, Karnataka, India
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EducationNot mentioned
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ExperienceYear