Overview
LMIR Specialist (German) [A], Last Mile Incident Response (LMIR).
This is an Acting (temporary) position, which is unique to the Customer Service organization within Amazon. Acting roles are temporary positions deemed necessary to meet a business need within the organization. The position may last up to six months, but may end sooner. At the end of this acting assignment, the employee will revert back to their regular role and pre-assignment schedule.
Are you passionate about helping people during times of need and solving problems for customers? Do you excel at managing complex situations? If you answered yes, this may be the role for you. Shipping & Delivery Support (SDS) is a customer service organization dedicated to create world class support for all Amazon Logistics customer segments. The Last Mile Incident Response team (LMIR) is looking for incident response Specialists (LMIR-S). LMIR provides incident support and resolution assistance to drivers delivering packages, customers receiving them, and community members involved in incidents.
The number one priority for this role is to provide a comprehensive resolution to affected individuals when an incident occurs. The role will require you to:
Responsibilities
* Take calls and manage live events with incidents and multiple people involved (drivers, recipients, community members, local authorities, media, etc.).
* Provide proper course of action to customers to guarantee their safety.
* Remain calm & empathetic at all times, and adhere to policies in order to deescalate the incident guaranteeing safety and resolution for our customers.
* Collaborate and coordinate response with other stakeholders (local authorities, delivery stations, customer service teams, etc.).
* Identify if the incident can escalate into a crisis and request additional support from crisis management teams.
* Be proficient in multitasking with different tools (case management, event management, claims, etc.).
* Document all information required to provide a resolution and relay it to involved stakeholders.
* Take ownership of incident management until resolution and demonstrate a proven record of effective incident management.
* Handle all types of on-road incidents impacting package deliveries such as mechanical issues, injuries, violence, property damage, amongst others.
* Function authoritatively with ambiguous or incomplete information and provide instructions to people under considerable stress or panic.
BASIC QUALIFICATIONS
* Applicants must be multilingual - English, German to support both written and verbal communication.
* 1+ years in customer service, or 911/Emergency operator or flight attendant in a commercial airline.
* Must be willing to work full time on site.
* Must be able to work nights, weekends, and overtime as needed.
PREFERRED QUALIFICATIONS
* Bachelor's degree.
* 3+ months in an ECR, EDR, EXR, CASE, DART, Advanced Technician role or Leadership role.
* College degree in crisis intervention, stress management or similar.
* Capable of articulating instructions clearly and effectively in writing and speech.
* Ability to remain calm in a crisis or live incident.
* Excellent listening skills.
* Ability to multi-task and make difficult decisions in a fast-paced environment.
* Ability to determine which incident situations require the most immediate attention, prioritizing and triaging accordingly.
* Mental and emotional strength necessary to deal with stressful situations for extended periods of time.
* Proficiency in technical writing and exposure to style guides.
* Exceptionally strong customer handling and conflict resolution skills; focus on quality in customer care.
* Detail-oriented, analytical, proactive approach to problem-solving; ability to operate both at granular or macro level.
* Strong written and verbal communication skills; ability to engage with all levels of stakeholders up to CEO internally, and any driver externally; ability to translate technical jargon into everyday language.
* Good judgment and discretion.
* Project management skills (communication, planning, and documentation); proven ability to identify opportunities and drive them through to completion.
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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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