RESOLUTION SPECIALIST, CONTACT CENTER

Job Description 

Job Title – RESOLUTION SPECIALIST,  CONTACT CENTER  

Position Level – K 

Work Location – Bangalore  

Job Summary  

You make sound judgments and promote a Associate / Candidates focused environment. You optimize execution and results. You inspire commitment through communication and influence. You demonstrate adaptability while thinking and acting strategically.  You build and sustain internal and external relationships. Open to work in permanent night shift supporting US region.

What you’ll do   

As a Resolution Specialist, Contact Center you will take a high volume of incoming calls and chats from associates and candidates while navigating multiple systems to aid in answering questions and resolving issues.   

  
All Resolution Specialists must have the ability to communicate professionally in a conversational manner while utilizing all available resources to ensure customer satisfaction. To exceed our customers’ needs, our associates must be punctual, reliable, problem solver, act with integrity and be dedicated to making a difference.  
   

What you’ll bring  

• 10 months – 3 Years of relevant customer service experience  

• Excellent written and verbal communication skills with the ability to effectively articulate information to customers 

• Able to interact professionally with customers.  

• Ability to manage multiple tasks simultaneously.  

• Customer focused mindset with a high level of urgency; role model for delivering Extraordinary Customer experience   

The Requirements:  

• In this role, you may be asked to switch between any support channel of phone and chat based on the business requirements.  

• Review, analyze, and process critical customer queries with accuracy to provide customer satisfaction.  

• Strong active listening skills to understand customer needs and provide appropriate solutions 

• Utilize various software systems and tools to accurately document and track customer interaction 

• Ability to multitask and navigate through multiple software systems simultaneously 

• Collaborate with internal associates of Walmart to escalate and resolve complex customer issues in a timely manner 

• Meet or exceed established KPIs, such as average handling time, first call resolution, and customer satisfaction scores 

• Maintain a positive and professional demeanor while interacting with customers, colleagues, and supervisors  

• Demonstrated ability to work in a fast-paced, dynamic environment with a strong attention to detail 

• Exceptional problem-solving and decision-making skills to handle customer concerns and find suitable resolutions 

• Must type a minimum of 25 WPM     

• Proficient with Microsoft Office programs (Outlook, Word, Excel)  

• Proficient in using soft phones (good to have)  

• Should be flexible to work from Office in a 24/7 work environment with rotational weekly time off. 

• Weekly Off will be provided inline with company policy 

• Should be able to work during public holidays as per business needs 

• Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.  

• Any graduation  

Additional Comments  

At Walmart we are always “Happy to Help”  

The Walmart Contact Center specializes in providing best-in-class service to associates and candidates via phone and chat. We are a metrics driven center dedicated to driving results where our associates thrive in this high-volume environment. 

  
We Invest in You!   
At Walmart, we focus on the growth and development of our associates! We are a highly engaged team that prides itself on exceeding customer expectations, building relationships, career progression and providing individual and team recognition.   

We are looking for career-minded, associate-centric individuals who are experienced in providing best-in-class customer service.   

Benefits:  
Benefits Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.  
   
Equal Opportunity Employer:  
Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.  
 
The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.