Multi-lingual Escalation Specialist

Amazon; Bengaluru; On-site; INR 650,000 - 1,150,000; Full time

Job summary

Amazon's Global Security Operations Center (GSOC) provides 24×7 services including alarm monitoring and response, incident triage, and crisis management. The Escalation Specialist helps navigate security and operational risks and coordinates information between customers, delivery associates, operations, and other stakeholders.

Key responsibilities include researching and troubleshooting issues using internal tools, triaging incidents, transferring lower-severity calls to Customer Service and

Qualifications

• Proficiency in Japanese and English for customer and incident communications.
• Experience in incident triage and issue resolution.
• Strong customer service skills and MS Office proficiency.

Responsibilities

• Support delivery associates and Amazon customers by researching and troubleshooting issues using internal tools.
• Triage and prioritize incoming incidents.
• Transfer lower-severity calls to appropriate teams such as Customer Service and Shipping/Delivery.
• Facilitate information flow between delivery associates, delivery service providers, operations managers and customers.
• Maintain professional communication during customer and incident interactions.

Skills

Japanese

English

Incident Triage

Customer Service

MS Office

Job description

Amazon's Global Security Operations Center (GSOC) provides 24×7 services including alarm monitoring and response, incident triage and crisis management. The Escalation Specialist helps navigate security and operational risks and coordinates information between customers, delivery associates, operations and other stakeholders.

Key Responsibilities

• Support delivery associates and Amazon customers by researching and troubleshooting issues using internal tools.
• Triage and prioritize incoming incidents.
• Transfer lower-severity calls to appropriate teams such as Customer Service and Shipping/Delivery.
• Facilitate information flow between delivery associates, delivery service providers, operations managers and customers.
• Maintain professional communication during customer and incident interactions.

Required Skills

• Japanese
• English
• Incident Triage
• Customer Service
• MS Office