Resolution Coordinator, Contact Center

🔥 4 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.

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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 action plans using the Open Door Policy and company policies, procedures, and ethics standards • Complete assignments and priorities using policies, data, and resources while collaborating with managers, coworkers, customers, and business partners • Provide customer service for live contact-related questions, restricted account actions, concessions, approvals, and operational support • Research customer requests and document routine 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 • Use fact-finding techniques and diagnostic tools to identify and break down contact center business problems • Suggest alternative solutions based on internal and external benchmarking • Investigate and solve contact center issues while communicating across the organization • Anticipate roadblocks and generate creative workarounds • Implement process improvement plans and recommend improvements based on customer feedback and trend analysis • Review key metrics to identify root causes and create solutions • Explain Walmart products and services, including features, functions, substitutes, promotions, offers, and discounts • Promote respect, integrity, customer focus, continuous improvement, collaboration, and a positive associate and customer experience

🎯 Requirements

• Knowledge of principles and techniques of customer communication • 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, ticketing systems, escalation matrices, and customer request process lifecycles • Ability to provide accurate and timely customer service and support escalated issues • Knowledge of problem-solving methodologies and diagnostic tools • Ability to investigate and solve contact center issues with minimal guidance • 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 metrics for root-cause identification • Knowledge of Walmart products and services • Basic computer processing/data entry software