(IND) Resolution Specialist, Contact Center
Walmart · Posted Oct 16
Retail, e-commerce, grocery, pharmacy, and membership warehouse services
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About the role
Walmart Global Tech is the technology and service organization within Walmart, the world's leading retailer, supporting associates, customers and candidates across global operations. The Contact Center team handles high-volume inbound service interactions, resolving questions and issues across multiple systems for the US region. This Resolution Specialist role takes incoming calls and chats from associates and candidates, documents and tracks interactions, escalates complex issues, and meets KPIs such as average handling time and first call resolution, working from the Bangalore office on permanent night shifts.
What you will do
- You make sound judgments and promote a Associate / Candidates focused environment. You optimize execution and results. You inspire commitment through communication and influence. You demonstrate adaptability while thinking and acting strategically. You build and sustain internal and external relationships. Open to work in permanent night shift supporting US region.
- As a Resolution Specialist, Contact Center you will take a high volume of incoming calls and chats from associates and candidates while navigating multiple systems to aid in answering questions and resolving issues.
- All Resolution Specialists must have the ability to communicate professionally in a conversational manner while utilizing all available resources to ensure customer satisfaction. To exceed our customers’ needs, our associates must be punctual, reliable, problem solver, act with integrity and be dedicated to making a difference.
Skills used in this role
What the employer is looking for
- 10 months – 4 Years of relevant customer service experience
- Excellent written and verbal communication skills with the ability to effectively articulate information to customers
- Able to interact professionally with customers.
- Ability to manage multiple tasks simultaneously.
- Customer focused mindset with a high level of urgency; role model for delivering Extraordinary Customer experience
- In this role, you may be asked to switch between any support channel of phone and chat based on the business requirements.
- Review, analyze, and process critical customer queries with accuracy to provide customer satisfaction.
- Strong active listening skills to understand customer needs and provide appropriate solutions
- Utilize various software systems and tools to accurately document and track customer interaction
- Ability to multitask and navigate through multiple software systems simultaneously
- Collaborate with internal associates of Walmart to escalate and resolve complex customer issues in a timely manner
- Meet or exceed established KPIs, such as average handling time, first call resolution, and customer satisfaction scores
- Maintain a positive and professional demeanor while interacting with customers, colleagues, and supervisors
- Demonstrated ability to work in a fast-paced, dynamic environment with a strong attention to detail
- Exceptional problem-solving and decision-making skills to handle customer concerns and find suitable resolutions
- Must type a minimum of 25 WPM
- Proficient with Microsoft Office programs (Outlook, Word, Excel)
- Proficient in using soft phones (good to have)
- Should be flexible to work from Office in a 24/7 work environment with rotational weekly time off.
- Weekly Off will be provided inline with company policy
- Should be able to work during public holidays as per business needs
- Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.
- Any graduation
- 6 months’ experience in retail, contact center operations, or a related area.
- 1 years' experience with basic computer processing/data entry software.
Benefits and support
- Incentive awards for performance
- Maternity and parental leave
- PTO
- Health benefits
About Walmart
Walmart Inc. is an American multinational retail corporation that operates a chain of hypermarkets, discount department stores, and grocery stores. As one of the world's largest companies by revenue, it serves millions of customers daily through physical stores and robust e-commerce platforms. The company is driven by a commitment to everyday low prices and an expanding suite of digital and convenience-focused services.
- Industry
- Retail
- Company size
- 2000000+ employees
- Founded
- 1962
- Location
- Bentonville, Arkansas, USA
- Funding stage
- Public Company
Leadership
President and CEO
Executive Vice President and Chief Financial Officer
Executive Vice President, Global Chief Technology Officer and Chief Development Officer
Executive Vice President and Chief Growth Officer
President and CEO, Walmart U.S.
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