Bilingual Customer Service – Work From Home

Job Type: Customer Service Bilingual Agent from home
Location: Arizona works from home
Company: Amazon

DESCRIPTION:

Amazon Global Security Operations (GSO) is charged with mitigating security and operational threats to our employees, physical assets, and brand. Critical Incident Operations (CIOPS) supports Amazon Worldwide Operations by providing alarm monitoring and response, incident triage, and crisis management services 24 hours a day, seven days a week.

Amazon seeks an Escalation Specialist for its GSOC in Goodyear, Arizona. The Escalation Specialist will work directly with customers, law enforcement, delivery associates, and operations to navigate and triage security and operational threats, as well as provide triage, coordination, and facilitation for major incidents and workplace violence.

RESPONSIBILITIES:

• Support delivery workers on the road and consumers receiving Amazon items or services by investigating and resolving using internal resources.
• Prioritize and triage incoming occurrences in collaboration with the leadership of crisis management.
• Manage phone communications and enable information flow between internal and external customers (Delivery Associates/Delivery Service Providers/Operations
• Managers/Customer Service Associates/Amazon Customers).
• Write reports that are clear and concise in a timely manner, which will then be forwarded to top leadership and stakeholders.
• The selected candidate will reflect Amazon’s mission to be the most customer-centric organization on Earth and will have a track record of providing exceptional customer service, good judgment, and the ability to quickly grasp new technologies. Possessing ownership, a customer-centric mindset, and clear oral and written communication skills are essential qualifications for this position.
• There will be a need for shift work, which may include nights, weekends, and holidays. Must be able to accommodate any schedule during our DAY, NIGHT, and MIXED shifts. We are available 24 hours a day, seven days a week.

BASIC QUALIFICATIONS

• Spanish proficiency at the conversational level
• 3+ months of customer support experience, including answering several phone lines and communicating regarding tickets in a Command Center environment.
• 1+ years of relevant computer experience (e.g., Data Entry, MS Office Suite and programs including Word, Excel, and Outlook) and the ability to write at least 35 words per minute with good accuracy.
• Capability to operate numerous software applications concurrently, with demonstrated knowledge of online work and website navigation.
• Exhibits effective, clear, and professional written and verbal communication and attention to detail Exhibits effective composure, empathy, and a pleasant, professional attitude

PREFERRED QUALIFICATIONS

• Bachelor’s degree In Criminal Justice, Political Science, Crisis Management, or Business Administration is preferred.
• Experience resolving problems, giving triage for crisis management, and setting reasonable customer expectations
• Experience working in fast-paced situations and managing workloads despite stress or heightened activity.