(IND) Resolution Specialist, Contact Center
Walmart · Posted Oct 20
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, spanning software engineering, data science, cybersecurity and service professionals. This Contact Center team supports associates and candidates by resolving their queries across phone and chat channels. The Resolution Specialist handles a high volume of inbound calls and chats, navigates multiple systems to resolve issues, and meets KPIs such as average handling time, first call resolution and customer satisfaction, working permanent night shifts supporting the US region from the Bangalore office.
What you will do
- 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.
- 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.
- Utilize various software systems and tools to accurately document and track customer interaction
- 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
Skills used in this role
What the employer is looking for
- Open to work in permanent night shift supporting US region.
- 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
- Strong active listening skills to understand customer needs and provide appropriate solutions
- Ability to multitask and navigate through multiple software systems simultaneously
- 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.
- 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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