Multi-lingual ES - Hindi, Global Security Operations Center
Logistics, Sales & Operations · Sales & Business Development · Customer Support · Sales Operations · Logistics Management
In short
Amazon is seeking an Escalation Specialist for its Global Security Operations Centre (GSOC) in Bengaluru, India. This role involves mitigating security and operational risks by monitoring, triaging incidents, and coordinating with internal and external stakeholders, including customers and law enforcement. Fluency in Hindi and English is required, along with experience in a call or command center environment.
Responsibilities
- Provide support to delivery associates and customers by researching and troubleshooting with internal tools.
- Triage and prioritize incoming incidents and collaborate with crisis management leadership.
- Transfer lower severity calls to appropriate partners such as Customer Service and Shipping/Delivery.
- Manage phone communications and facilitate information flow between various internal and external customers.
- Write clear and concise reports for escalation to senior leadership.
Requirements
- High school or equivalent diploma.
- Knowledge of Microsoft Office products (Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint).
- Ability to work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
- Experience in an IT/operations/call/command center work environment.
- Can read, write and speak Hindi and English.
- Demonstrates effective composure, empathy, and a positive, professional attitude.
Desired Qualifications
- Experience in resolving conflicts, providing crisis management triage, and setting appropriate expectations with customers.
- Experience multitasking, including answering multiple phone lines, prioritizing e-mail, instant message, and ticket related communication, and communicating clearly within a command center environment.
- 6+ months of customer service experience, including answering multiple phone lines and ticket related communication in a Command Center work environment.
- Intermediate fluency in Hindi and English; additional knowledge of regional and international languages is an added advantage.
- Bachelor’s degree, preferably in Criminal Justice, Political Science, Crisis Management or Business Administration.
- Experience working in fast-paced environments and managing workload during times of stress or escalated activity.
Benefits
- Work in a 24/7/365 operations with rotational shifts.
- Opportunity to work with a global security operations team.
#Global Security Operations Center#Security Operations#Incident Triage#Crisis Management#Customer Support#Law Enforcement Liaison#Hindi#English#Bengaluru#Karnataka#India
Company
Amazon
Job Posted
3 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Associate
Locations
Bengaluru, India
Qualification
Diploma, Bachelor
Applicants
Be an early applicant