Walmart
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.
Resolution Specialist, Contact Center
🔥 0 minutes ago
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Walmart
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
• Provide expert advice and guidance on customer and business needs and support action plans • Build relationships with key stakeholders and implement business solutions • Manage customer and associate needs in the contact center • Handle customer requests using ticketing systems, escalation matrices, and communication channels • Monitor contact center operations, staffing plans, service levels, performance reports, and overtime resources • Escalate systemic issues using tools such as Gemba Leadership and JIRA • Investigate and solve contact center issues using fact-finding techniques and diagnostic tools • 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 promotions, offers, and discounts, to customers • Gather, validate, analyze, and visualize contact center data • Create reports, perform data quality checks, and identify automation and data-driven decision-making opportunities • Develop others through feedback, coaching, mentoring, and developmental opportunities • Collaborate with team members and business partners to achieve objectives • Promote Walmart values, integrity, compliance, customer focus, and continuous improvement
🎯 Requirements
• 6 months’ experience in retail, contact center operations, or a related area • 1 year’s experience with basic computer processing/data entry software • Knowledge of customer communication principles and techniques • Ability to listen to customers, understand processes, prioritize needs, and provide solutions • Knowledge of customer care service operations, ticketing systems, escalation matrices, and customer request lifecycles • Ability to manage contact center operations and support new initiatives • Knowledge of problem-solving methodologies, diagnostic tools, customer service practices, standard operating procedures, reporting tools, performance metrics, and process improvement techniques • Knowledge of Walmart products and services • Knowledge of data collection, analytics, visualization tools, digital applications, data governance, and data science techniques in contact center environments • Ability to communicate horizontally and vertically within the contact center • Ability to work with minimal guidance or guidance as specified • Demonstrates respect, integrity, collaboration, customer focus, continuous improvement, and proficiency with digital tools
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