Escalations Specialist Italian Global Security Organization GSO
Escalations Specialist Italian Global Security Organization GSO
Posted on :
24-04-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
24-04-2025
Job Description
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 to 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 hasslefree timely pickup and delivery of freight from vendors to Amazon Fulfillment Centers (FC) carrier hubs and customers. The applicant will exemplify the Amazon Customer Service goal to be Earths most customercentric company by solving driver and customer problems appearing 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 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 Amazons regional locations coordinates and facilitates the crisis management response to significant Workplace Incident Management events (workplace violence; WIM) troubleshoots issues with the alarm access control system and issues credentials to critical data locations among other daily service and projects
Key job responsibilities
Support to drivers onroad and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools along with triaging incidents which could occur during delivery of customers 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 resolves 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.
We are open 24 hours and day and 7 days a week
A day in the life
The Escalations Specialist will intake last mile emergency incidents that impact operations life/safety and Amazon brand. Assisting in the notification process of Amazon and their stakeholders.
About the team
The Global Emergency Escalations team consist of Escalations Specialist operating in 14 different languages supporting last mile deliveries globally consisting of Crisis Managers and Escalation Specialist. They intake incidents assisting reporting that includes customers community members law enforcement and delivery drivers. We specialize in last mile on the road incidents investigating drivers routes and assisting Amazon sites globally.
Conversational level fluency in Italian
3 months of customer service experience/Operation Call/Command Center work environment
Experience with MS Office Suite and programs to include Word PowerPoint Excel Outlook InfoPath SharePoint etc.
Experience multitasking including answering multiple phone lines prioritize email instant message and ticket related communication and communicate clearly within a command center environment
Typing skills at 35 words per minute with high accuracy
Knowledge of working over internet and successfully navigating websites
Bachelors degree Preferably in Political Science Crisis Management or Business Administration
Exude patience and ownership with each customer
Experience in resolving conflicts and set appropriate expectations with customers
Experience providing crisis management triage
Exemplary performance record particularly with regard to quality & productivity
Experience working in fast paced environments and manage 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
Customer Focus Experience in approaching problems logically and with good judgment to ensure the appropriate customer outcome
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or 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 including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
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 Amazons regional locations coordinates and facilitates the crisis management response to significant Workplace Incident Management events (workplace violence; WIM) troubleshoots issues with the alarm access control system and issues credentials to critical data locations among other daily service and projects
Key job responsibilities
Support to drivers onroad and customers receiving shipments handled by Amazon Logistics by researching and troubleshooting with internal tools along with triaging incidents which could occur during delivery of customers 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 resolves 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.
We are open 24 hours and day and 7 days a week
A day in the life
The Escalations Specialist will intake last mile emergency incidents that impact operations life/safety and Amazon brand. Assisting in the notification process of Amazon and their stakeholders.
About the team
The Global Emergency Escalations team consist of Escalations Specialist operating in 14 different languages supporting last mile deliveries globally consisting of Crisis Managers and Escalation Specialist. They intake incidents assisting reporting that includes customers community members law enforcement and delivery drivers. We specialize in last mile on the road incidents investigating drivers routes and assisting Amazon sites globally.
Conversational level fluency in Italian
3 months of customer service experience/Operation Call/Command Center work environment
Experience with MS Office Suite and programs to include Word PowerPoint Excel Outlook InfoPath SharePoint etc.
Experience multitasking including answering multiple phone lines prioritize email instant message and ticket related communication and communicate clearly within a command center environment
Typing skills at 35 words per minute with high accuracy
Knowledge of working over internet and successfully navigating websites
Bachelors degree Preferably in Political Science Crisis Management or Business Administration
Exude patience and ownership with each customer
Experience in resolving conflicts and set appropriate expectations with customers
Experience providing crisis management triage
Exemplary performance record particularly with regard to quality & productivity
Experience working in fast paced environments and manage 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
Customer Focus Experience in approaching problems logically and with good judgment to ensure the appropriate customer outcome
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or 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 including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Required Experience:
Exec
Employment Type
Full-Time
Key Skills
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