Escalations Specialist

Responsibilities

• Support drivers and customers by researching and troubleshooting incidents during delivery
• Facilitate information flow between internal and external stakeholders including law enforcement and station managers
• Resolve potential issues impacting the driver and customer delivery experience
• Manage email and phone communications regarding crisis operations
• Handle last mile emergency incidents impacting operations, life/safety, and brand

Requirements

• High school diploma or equivalent
• Conversational level fluency in German
• 3+ months of customer service or command center experience
• 1+ years of experience with MS Office Suite
• Ability to work flexible shifts including nights, weekends, and holidays
• Typing skills of at least 35 wpm with high accuracy
• Experience in an IT, operations, or call center environment

Preferred Qualifications

• Bachelor's degree in Criminal Justice, Political Science, Crisis Management, or Business Administration
• Experience in conflict resolution and crisis management triage
• Ability to manage workload in fast-paced, high-stress environments
• Strong professional written and oral communication skills

About the Company

Amazon is seeking articulate, strategic applicants to work with customers, law enforcement, and drivers to mitigate security and operational risks within the Global Security Organization.