RESOLUTION SPECIALIST, CONTACT CENTER
Walmart Global Tech · Posted Nov 6
Software development, cloud infrastructure, and retail technology services for Walmart
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About the role
The Walmart Contact Center provides best-in-class service to customers, stores, and associates via phone, chat, and email in a metrics-driven, high-volume environment handling over 10 million contacts per year. The team focuses on customer care, escalation handling, and career progression within Walmart Global Tech. This Resolution Specialist role manages escalations, acts as a team leader, and handles high volumes of inbound calls, chats, and emails while navigating multiple systems to resolve issues, with flexibility for US hours and rotational night shifts at the Chennai office.
What you will do
- As a Customer Care Resolution Specialist, you will manage escalations and act as a team leader and manage high volume of incoming calls, chats, and emails from customers, stores, and associates while navigating multiple systems to aid in answering questions and resolving issues.
- All Customer Care Coordinators 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 solve, act with integrity and be dedicated to making a difference.
Skills used in this role
What the employer is looking for
- 6+ years of relevant Customer Service experience
- Excellent written and verbal communication skills
- 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 Care
- In this role, you may be asked to switch between any support channel of phone, chat, and Email based on the business requirements.
- Review, analyze, and process critical customer queries with accuracy to provide customer satisfaction.
- Adhere to quality, compliance guidelines and SLA’s
- Must type a minimum of 25 WPM
- Proficient with Microsoft Office programs (Outlook, Word)
- Successful completion of mandatory training
- Should be flexible work in a 24/7 work environment with rotating weekly time off.
- 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 Global Tech
Walmart Global Tech is the technological powerhouse and engineering arm of Walmart Inc., responsible for building and managing foundational technologies, cloud infrastructure, and software systems. The organization powers global retail operations across Walmart U.S., Sam's Club, and Walmart International, delivering customer experiences and enterprise services worldwide. Operating across multiple global hubs, it unites engineering, data science, product design, and artificial intelligence to digitally transform retail.
- Industry
- Information Technology
- Company size
- 25000+ employees
- Founded
- 2011
- Location
- Bentonville, Arkansas, USA
- Funding stage
- Public Company
Leadership
Executive Vice President, Global Chief Technology Officer and Chief Development Officer
Executive Vice President, AI Acceleration, Product and Design
Senior Vice President and Tech Operating Partner, Walmart International
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