Escalations Splst - Japanese, Operations Security; WWOS

Escalations Splst - Japanese, Worldwide Operations Security (WWOS)

o:  |  Services LLC

Amazon is seeking articulate, strategic applicants who wish 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.

This unique role handles law enforcement, customer, and driver contacts through different communication channels including phone, email, and chat. Demonstrated ownership, customer obsession, and concise oral and writing skills are crucial requirements for this role.

This role will be located at our Global Security Operations Center (GSOC). The GSOC provides global, regional, localized crisis management coordination and facilitation, regional geopolitical and security risk monitoring and expertise, and assistance with alarm monitoring services for Amazon’s regional locations. Responsibilities include coordinating crisis management response to significant Workplace Incident Management events, troubleshooting alarm access control systems, and issuing credentials to critical data locations, among other daily service and projects.

• Support drivers on‑road and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools, triaging incidents that may occur during delivery.
• Be an excellent communicator and influencer with the ability to facilitate the flow of information between different internal and external customers.
• Resolve potential issues that may impact driver and customer delivery experience.
• Manage email and phone communications, providing support for functions and projects as assigned by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• Work flexible shifts, including nights, weekends, and public holidays.

• High school or equivalent diploma.
• 3+ months of customer service experience in an operation call/command center environment.
• Typing speed of 35 words per minute with high accuracy.
• Demonstrates effective, clear and professional written and oral communication, attention to detail, composure, empathy, and a positive professional attitude.
• Conversational level fluency in Japanese.

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

Base salary: 22.00 - 31.00 USD hourly (USA, AZ, Goodyear).

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