ADCI
Investigation Loss Prevention, Real Estate/Facilities, amazon security
Multi-lingualES-Japanese,GlobalSecurityOperationsCenter
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Multi-lingual ES - Japanese, Global Security Operations Center at ADCI. Skills: Japanese language, Incident triage, Crisis management. Provide support to delivery associates. Provide support to customers”
Industry & Context.
Troubleshooting; Incident triage
Shift work required, Support any schedule, 24x7 -365 Days operation
What They're Looking For.
Must Have
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, Ability to compose grammatically correct, concise and accurate written responses, Work flexible schedules/shifts/areas, including weekends, nights, and/or holidays, Can read, write and speak Telugu, Hindi and English, Demonstrates effective composure, empathy, and a positive, professional attitude
Nice to Have
6+ months of customer service experience, Answering multiple phone lines and ticket related communication in a Command Center work environment, Intermediate fluency in Japanese, Intermediate fluency in Telugu, Intermediate fluency in Hindi, Intermediate fluency in English, Bachelor’s degree, Experience in resolving conflicts, Experience providing crisis management triage, Experience setting appropriate expectations with customers, Experience working in fast paced environments, Managing workload even during times of stress, or escalated activity
What You'll Do.
Provide support to delivery associates
Provide support to customers
Research and troubleshoot with internal tools
Triage and prioritize incoming incidents
Collaborate with crisis management leadership
Transfer lower severity calls to appropriate partner
Manage phone communications
Facilitate flow of information between internal and external
Write clear and concise reports
Escalate reports to senior leadership and stakeholders
How You'll Work.
Team & Collaboration
Cross-functional coordination; Vendor management; Stakeholder management
Communication Scope
Oral communication; Written communication
Full Job Description
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. Shift work will be required, potentially to include nights, weekends and public holidays. Must be willing to support any schedule during our DAY, NIGHT, or MIXED hours shifts. We operate 24x7 -365 Days. Basic Qualifications: - Speak, write, and read fluently in Japanese - Experience in computer skills, including proficiency in MS Office (Word, Excel, PowerPoint) - Know
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