The Job

Multi-lingual ES - Hindi, Global Security Operations Center

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Amazon is seeking an Escalation Specialist for its Global Security Operations Centre (GSOC) in Bengaluru, India. This role involves supporting customers and delivery associates by triaging security and operational risks, managing incidents, and facilitating communication between various parties. Fluency in Hindi and English is required.

Ansvarsområden

  • 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 like Customer Service and Shipping/Delivery.
  • Manage phone communications and facilitate information flow between internal and external customers.
  • Write clear and concise reports for senior leadership and stakeholders.

Krav

  • 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.

Önskade kvalifikationer

  • 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 even during times of stress, or escalated activity.

Förmåner

  • 24/7/365 operations in rotational shifts.
  • Inclusive culture that empowers Amazonians.
  • Workplace accommodation and adjustment support for individuals with disabilities.
#Global Security Operations Center#Security Operations#Alarm Monitoring#Incident Triage#Crisis Management#Customer Service#Law Enforcement#Delivery Associates#Workplace Violence#Hindi#English
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Företag

Amazon

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Medarbetare

Platser

Bengaluru, India

Kvalifikation

Yrkeshögskola, Kandidatexamen

Sökande

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