Multi-lingual Escalation Specialist, Global Security Operations Center

Amazon; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Amazon India GSOC is seeking a Multi-lingual Escalation Specialist to manage security and operational risk escalations. You will work with customers, delivery associates, and operations to triage incidents, coordinate crisis management, and provide critical incident responses around the clock.

The role requires Japanese fluency, English proficiency, and the ability to read/write/speak Telugu and Hindi. Flexibility for shifts, including nights and weekends, is a must.

Qualifications

• Fluent in Japanese (written and spoken).
• Proficient in English, with strong written responses.
• Ability to read, write and speak Telugu, Hindi and English.
• Willing to work flexible shifts including nights and weekends.

Responsibilities

• Provide front-line escalation support to customers and associates in GSOC.
• Triage and prioritize incidents and coordinate with crisis management.
• Route calls to appropriate teams and maintain clear communications.
• Document reports for senior leadership in a timely manner.
• Collaborate with law enforcement and delivery partners when required.

Skills

Japanese fluency

English proficiency

Telugu

Hindi

Written communication

Customer service

Education

Bachelor’s degree

Tools

MS Office

Internet navigation

Job description

Multi-lingual Escalation Specialist, Global Security Operations Center

The mission of Amazon Global Security Operations Centre (GSOC) is to mitigate security and operational risks to our associates, physical assets, and brand. GSOC supports Amazon Worldwide Stores by providing 24/7 services including alarm monitoring and response, incident triage, and crisis management.

Amazon is hiring an Escalation Specialist at GSOC- India office. 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.
• Transfer lower severity calls, which can be a significant percentage of total call volume, to appropriate partner including Customer Service and Shipping/Delivery.
• 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.

A day in the life

judgment, and be gifted at learning new technology. Demonstrating ownership, customer obsession, and concise oral and writing skills are crucial requirements for this role.

We have a 5-day work week but given the 7 days a week operation, the 2 scheduled days off will vary based on shift patterns and business needs.

Basic Qualifications

• Speak, write, and read fluently in Japanese
• Experience in computer skills, including proficiency in MS Office (Word, Excel, PowerPoint)
• Knowledge of working over internet and successfully navigating websites
• Experience in written and spoken English and an ability to compose grammatically correct, concise and accurate written responses
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays
• Can read, write and speak Telugu, Hindi and English
• Demonstrates effective composure, empathy, and a positive, professional attitude

Preferred Qualifications

• 6+ months of customer service experience, to include answering multiple phone lines and ticket related communication in a Command Center work environment
• Intermediate fluency in one or more of the following languages Japanese, Telugu, Hindi and English
• Bachelor’s degree – Preferably in Criminal Justice, Political Science, Crisis Management or Business Administration
• Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers
• Experience working in fast paced environments, and managing workload even during times of stress, or escalated activity

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.