Resolution Coordinator, Contact Center

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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 company policies, procedures, standards of ethics, and related action plans using the Open Door Policy • Complete work assignments and priorities by collaborating with managers, coworkers, customers, and business partners • Identify priorities, deadlines, and expectations; carry out tasks; and communicate progress and information • Listen to customers, understand processes, prioritize customer needs, and provide solutions • Support customers with live contact-related questions, restricted account actions, concessions, approvals, and operational support • Research customer issues 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 • Identify and break down business problems related to contact center operations using fact-finding techniques and diagnostic tools • Suggest alternative approaches and solutions based on internal and external benchmarking • Communicate horizontally and vertically within the contact center to investigate and solve issues • Anticipate roadblocks and generate creative workarounds • Implement process improvement plans and escalate existing issues • Identify opportunities and recommend improvements based on customer feedback and trend analysis • Review key metrics with guidance to support root cause identification and create solutions • Describe Walmart products and services, their functions, features, capabilities, and customer use cases • Inform customers of promotions, offers, and discounts • Collaborate with team members and business partners to achieve objectives • Support continuous improvements and adopt new digital tools and ways of working

🎯 Requirements

• Knowledge of principles and techniques of customer communication • Knowledge of business communication styles and techniques across different interaction channels • Ability to listen to customers, understand processes, prioritize customer needs, and provide solutions • Ability to speak, write, and present clearly • Ability to understand company communication protocols for different types of customers • Knowledge of customer care service operations • 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 using quality guidelines and resources • Knowledge of problem-solving methodologies and tools • Fact-finding techniques and diagnostic tools for contact center operations • Knowledge of customer service practices, standard operating procedures, and defined processes • Knowledge of standard reporting tools and techniques, performance metrics, industry trends, and process improvement techniques • Knowledge of Walmart products and services • Basic computer processing/data entry software • No minimum qualifications are listed.

🏖️ Benefits

• No benefits, perks, or compensation extras are specified in the posting.