Last Mile Incident Response Specialist

Job summary
Passionate about helping people and solving problemsManaging complex situationsCreating world-class support for Amazon Logistics customer segments
Job seniority: associate level
Responsibilities
• Provide comprehensive resolution to affected individuals during incidents• Take calls and manage live events with multiple individuals involved• Provide proper course of action to ensure customer safety• Remain calm and empathetic to deescalate incidents• Collaborate and coordinate response with stakeholders• Identify and escalate incidents that can turn into crises• Proficient in multitasking with different tools• Document all information required for resolution
Requirements
• Fluent in both Spanish and English• 2+ years of experience in customer service, emergency operator, or incident management• Ability to work full-time, including nights, weekends, and overtime• Strong customer handling and conflict resolution skills• Strong written and verbal communication skills• Project management skills
Key Skills Needed
• Fluency in Spanish and English• Customer service• Emergency operator• Incident management• Strong communication skills• Conflict resolution• Project management