Escalations Specialist - Romanian, Worldwide Operations Security (WWOS

Escalations Specialist – Romanian, Worldwide Operations Security (WWOS)

Job :  |  Services LLC

Amazon seeks articulate, strategic applicants 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 EU countries. The applicant will exemplify the Amazon Customer Service goal by solving driver and customer problems throughout all delivery experiences.

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.

The role is located at our Global Security Operations Center (GSOC), where it supports crisis management coordination, regional geopolitical and security risk monitoring, alarm monitoring services, and the facilitation of crisis management response to significant Workplace Incident Management events.

• Support drivers on‑road and customers receiving shipments, researching and troubleshooting incidents during delivery of customer orders.
• Communicate and influence across internal and external customers:
  Delivery Associates, Delivery Service Providers, Station Managers, Customer Service Associates, and Amazon Logistics customers.
• Resolve potential issues that may impact driver and customer delivery experience.
• Manage email and phone communications, and support other functions or projects as tasked by the Crisis Operations Manager or Assistant Crisis Operations Manager.
• Work flexible shift schedules, including nights, weekends, and public holidays.

• Conversational level fluency in Romanian.
• Effective, clear and professional written and oral communication with attention to detail.
• Demonstrated communication, composure, empathy, and a positive professional attitude.

• High school or equivalent diploma.
• 3+ months of customer service experience in an operations, call, or command center environment.
• Typing skills of 35 words per minute with high accuracy.
• Willingness to work flexible schedule, including weekends, nights, and holidays.

Shift work required. Will be on duty during Day, Night, or Mixed hours, including nights, weekends, and public holidays.

• 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 other legally protected status. 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.