Multi-lingual Escalation Specialist, Global Security Operations Center

Logistics, Sales & Operations · Sales & Business Development · Sales Operations

In short

Amazon is seeking a Multi-lingual Escalation Specialist for its Global Security Operations Centre in Bengaluru, India. This role involves mitigating security and operational risks by providing 24/7 support, incident triage, and crisis management. You will collaborate with customers, law enforcement, and internal teams to resolve issues and ensure safety.

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 Services.
Manage phone communications and facilitate information flow between internal and external customers.
Write clear and concise reports that will be escalated to senior leadership and stakeholders.

Requirements

Conversational level fluency in Japanese and English.
Effective computer skills including Data Entry, MS Office Suite (Word, Excel, Outlook).
Ability to type a minimum of 35 words per minute with high accuracy.
Ability to use multiple software applications simultaneously and navigate websites.
Demonstrates effective, clear, and professional written and oral communication and attention to detail.
Demonstrates effective composure, empathy, and a positive, professional attitude.
High school or equivalent diploma.
Knowledge of Microsoft Office products and applications, including Word, PowerPoint, Excel, Outlook, InfoPath, SharePoint, etc.
Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
Experience in an IT/operations/call/command center work environment.

Desired Qualifications

3+ months of customer service experience, including answering multiple phone lines and ticket-related communication in a Command Center work environment.
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.
Intermediate fluency in one or more of the following languages: Hindi, Kannada, Telugu, Malayalam, Tamil, Bengali, Marathi, Spanish, Italian, German, French.
Experience multitasking, including answering multiple phone lines, prioritizing e-mail, instant message, and ticket related communication, and communicating clearly within a command center environment.

Benefits

5-day work week with varying scheduled days off based on shift patterns and business needs.
Support for any schedule during DAY, NIGHT, or MIXED hours shifts, operating 24x7-365 Days.
Inclusive culture that empowers Amazonians.
Workplace accommodation and adjustment support for individuals with disabilities.

Skills

Data EntryMS Office SuiteWordExcelOutlookSharePointInfoPath

#Security Operations#Incident Triage#Crisis Management#Customer Support#Law Enforcement Liaison

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