Multi-lingual Escalation Specialist, Global Security Operations Center

• 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. BASIC QUALIFICATIONS - 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 and an ability to compose grammatically correct, concise and accurate written responses - Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays - Can read, write and speak Telugu, Hindi and English - Demonstrates effective composure, empathy, and a positive, professional attitude PREFERRED QUALIFICATIONS - 6+ months of customer service experience, to include answering multiple phone lines and ticket related communication in a Command Center work environment - Intermediate fluency in one or more of the following languages Japanese, Telugu, Hindi and English - 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

Amazon is a global technology company operating in e-commerce, cloud computing (AWS), digital streaming, advertising and artificial intelligence. Its India operations span development centres in Bengaluru, Hyderabad, Chennai, Pune, Gurugram and Mumbai, covering retail technology, AWS infrastructure, Alexa, advertising, payments and supply-chain systems.