Senior Resolution Coordinator, Contact Center

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟠 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

• Develop, communicate, and implement processes and practices to meet business needs • Collaborate with managers, coworkers, customers, and business partners • Monitor progress and results and identify improvement opportunities • Support compliance with company policies, procedures, ethics, and integrity standards • Lead and participate in teams, coordinate work assignments, and provide advice, feedback, and support • Handle customer requests, live contact-related questions, restricted account actions, concessions, approvals, and operational support • Research 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 tools such as Gemba Leadership and JIRA • Apply customer communication and problem-solving techniques to provide solutions • Drive contact center process improvements and support root-cause identification using key metrics • Explain Walmart products and services, including promotions, offers, and discounts • Collect, interpret, validate, and analyze contact center data; create reports and visualizations • Identify automation opportunities and improve data-driven decision-making • Demonstrate Walmart values through respect, integrity, customer focus, continuous improvement, collaboration, coaching, and accountability

🎯 Requirements

• 6 months' experience addressing and responding to customer requests in a contact center or retail industry environment • 6 months experience with basic computer processing/data entry software • Knowledge of day-to-day customer care service operations, ticketing systems, escalation matrices, customer request process lifecycles, customer communication techniques, problem-solving methodologies, customer service practices, Walmart products and services, and data collection and analytics tools • Ability to provide accurate and timely customer service information • Ability to handle escalated issues, restricted account actions, concessions, approvals, and operational support • Ability to use diagnostic tools, fact-finding techniques, reporting tools, data visualization, and contact center systems • Preferred: experience in retail, contact center operations, or a related area

🏖️ Benefits

• Full-time employment