Multi-lingual Escalation Specialist - Global Security Operations Center

Role Overview Amazon is looking for a Multi-lingual Escalation Specialist to join its Global Security Operations Centre (GSOC) based in Bengaluru. The GSOC team operates 24/7 to protect Amazon associates, physical assets, and brand integrity by managing security incidents, alarm monitoring, and crisis response. In this role, you will serve as a critical link between delivery associates, customers, law enforcement, and internal operations teams to triage and resolve security and operational risks in real time. Key Responsibilities - Provide live support to delivery associates and customers by researching and troubleshooting issues using internal Amazon tools - Triage and prioritise incoming incidents, escalating critical cases to crisis management leadership as needed - Route lower-severity calls to appropriate partner teams such as Customer Service or Shipping and Delivery - Manage phone-based communications and facilitate smooth information flow between delivery associates, service providers, operations managers, and customers - Prepare clear, concise, and timely incident reports for escalation to senior leadership and key stakeholders - Work a flexible schedule including weekends, nights, and holidays as per shift rotation requirements Required Qualifications - Fluency in Japanese (spoken, written, and reading) is mandatory - Proficiency in Telugu, Hindi, and English is required - Strong computer skills including working knowledge of MS Office tools such as Word, Excel, and PowerPoint - Comfortable navigating the internet and online platforms effectively - Ability to compose grammatically correct, concise, and accurate written responses in English - Demonstrated composure, empathy, and a professional attitude when handling escalated situations - Preferred: 6 or more months of customer service experience in a command centre or multi-line phone environment - Preferred: Bachelor's degree in Criminal Justice, Political Science, Crisis Management, or Business Administration - Preferred: Experience in conflict resolution, crisis triage, and workload management in fast-paced environments Why Join Us Amazon offers an inclusive and empowering work culture where every team member is encouraged to deliver their best. Joining GSOC means playing a direct role in keeping Amazon's global operations and people safe around the clock.

- Fluency in Japanese (read, write, speak) - Fluency in Telugu, Hindi, and English - Proficiency in MS Office including Word, Excel, and PowerPoint - Experience navigating internet platforms and websites - Strong written and verbal communication skills in English - Ability to work rotational shifts including weekends and holidays - Professional and empathetic composure under pressure - Preferred: Customer service or command centre experience of 6 months or more - Preferred: Bachelor's degree in a relevant field

- Opportunity to work with a globally recognised brand - Inclusive workplace culture with support for diverse needs - Accommodation and adjustment support during hiring and onboarding - Dynamic and fast-paced work environment with growth opportunities