Resolution Coordinator, Contact Center

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Walmart

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1962

🛒 Retail

🛍️ eCommerce

👥 B2C

💰 $5G Post-IPO Debt - Walmart on 2023-04

Retail • eCommerce • B2C

Walmart is a multinational retail corporation that operates a large chain of hypermarkets, discount department stores, and grocery stores. Headquartered in Bentonville, Arkansas, Walmart sells a wide range of consumer goods through thousands of physical stores and an e-commerce marketplace, serving consumers directly and supporting extensive logistics and supply-chain operations to stock its network.

📋 Description

• Implement company policies, procedures, ethics standards, and related action plans • Complete work assignments and priorities using policies, data, and resources • Collaborate with managers, coworkers, customers, and business partners • Communicate progress, information, priorities, deadlines, and expectations • Provide customer service through accurate and timely information and stakeholder partnership • Support customers with live contact-related questions, restricted account actions, concessions, approvals, and operational support • Research customer requests and document workflows, resource requirements, dependencies, and criticalities • Monitor incoming requests and respond to specialty processes, escalated issues, and support requests • Escalate systemic issues using available tools such as Gemba Leadership and JIRA • Investigate and solve contact center issues using fact-finding techniques and diagnostic tools • Suggest alternative solutions using internal and external benchmarking • Anticipate roadblocks and generate creative workarounds • Implement process improvement plans and escalate existing issues • Identify improvement opportunities using customer feedback and trend analysis • Review key metrics to support root-cause identification and create solutions • Explain Walmart products and services, including features, functions, promotions, offers, and discounts • Demonstrate respect, integrity, customer focus, continuous improvement, collaboration, and accountability

🎯 Requirements

• Knowledge of customer communication principles and techniques • Ability to listen to customers, understand processes, prioritize customer needs, and provide solutions • Ability to speak, write, and present clearly • Knowledge of customer care service operations and day-to-day activities • Knowledge of ticketing systems and tools used to handle customer requests • Knowledge of escalation matrices and customer request process lifecycles • Ability to provide accurate and timely customer service • Ability to support live contact-related questions, restricted account actions, concessions, approvals, and operational support • Ability to monitor incoming requests and respond to escalated issues and support requests • Ability to use tools such as Gemba Leadership and JIRA • Knowledge of problem-solving methodologies, diagnostic tools, and fact-finding techniques • Ability to identify and break down contact center business problems • Knowledge of customer service practices, standard operating procedures, reporting tools, performance metrics, industry trends, and process improvement techniques • Ability to implement process improvement plans and use trend analysis and customer feedback • Knowledge of Walmart products and services, including product features, capabilities, substitutes, promotions, offers, and discounts • Basic computer processing/data entry software

🏖️ Benefits

• Full-time employment • Home office work arrangement indicated by the posting's location field