Multi-lingual ES - Japanese, Global Security Operations Center

AI in this role

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 Hindi grammar and spelling (both written and verbal)

Preferred qualifications

- 6+ months of customer service experience
- Bachelor's degree in Criminal Justice, Security, Law Enforcement, Business Management, Accounting or related fields

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.

How we score this

Multi-lingual ES - Japanese, Global Security Operations Center at Amazon scores 35 out of 100 for how much of the daily work is AI. That makes it AI Level 1 of 4 (Little AI). The level is about AI in the job, not seniority.

Classification

AI Level 1. The work itself involves no AI, or AI only appears as scenery, such as a company tagline.