Escalations Splst - Arabic, Operations Security; WWOS

Escalations Splst - Arabic, Worldwide Operations Security (WWOS)

Amazon is seeking articulate, strategic applicants with a desire to work directly with customers, law enforcement and drivers to mitigate security and operational risks and bring successful resolution in support of our Shipping and Delivery Support (SDS). SDS is the heart of transportation across the Amazon Supply Chain network, supporting multiple regions such as US, CA, MX, UK, India, and many countries within EU.

It ensures hassle‑free, timely pick‑up and delivery of freight from vendors to Amazon Fulfillment Centers (FC), carrier hubs, and customers. The applicant will exemplify the Amazon Customer Service goal of being Earth’s most customer‑centric company by solving driver and customer problems appearing throughout all delivery experiences.

• Support to drivers on‑road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools and triaging incidents that could occur during delivery of customer orders.
• Be an excellent communicator and influencer with the ability to facilitate the flow of information between different internal and external customers (Delivery Associates, Delivery Service Providers, Station Managers, Customer Service Associates, Amazon Logistic Customers).
• Quickly resolve any potential issues that may impact driver and customer delivery experience.
• Manage email and phone communications, providing and supporting other functions and/or projects tasked by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• 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.

• High school or equivalent diploma.
• Work a flexible schedule/shift/work area, including weekends, nights, and/or holidays.
• Experience multitasking, including answering multiple phone lines, prioritizing e‑mail, instant message, and ticket-related communication, and communicating clearly within a command center environment.
• Knowledge of working over the internet and successfully navigating websites.
• 1+ years of working with computers and Microsoft Office (including Outlook, Word, and Excel).
• Speak, write, and read fluently in Arabic.
• 3+ months of customer service experience/operation call/command center work environment.
• Typing skills at 35 words per minute with high accuracy.

• Bachelor’s degree, or experience in investigations case management.
• Experience in resolving conflicts and setting appropriate expectations with customers.
• Experience providing crisis management triage.
• Experience exceeding quota and key performance metrics.
• Experience working in fast‑paced environments and managing workload even during times of stress or escalated activity.
• Demonstrates effective, clear, and professional written and oral communication and attention to detail.
• Demonstrates effective communication, composure, empathy, and a positive professional attitude.

• Medical, Dental, and Vision Coverage.
• Maternity and Parental Leave Options.
• Paid Time Off (PTO).
• 401(k) Plan.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or any other legally protected status.

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, please visit (Use the "Apply for this Job" box below). for more information.

This position will remain posted until filled. Applicants should apply via our internal or external career site.