(IND) Resolution Specialist, Contact Center

About the Role

As a Resolution Specialist, Contact Center, you will handle a high volume of incoming calls and chats from associates and candidates, navigating multiple systems to answer questions and resolve issues. You will promote an Associate/Candidate-focused environment, optimize execution and results, inspire commitment through communication and influence, and demonstrate adaptability while thinking and acting strategically. You will build and sustain internal and external relationships.

Key Responsibilities

• Take a high volume of incoming calls and chats from associates and candidates.
• Navigate multiple systems to aid in answering questions and resolving issues.
• Communicate professionally in a conversational manner while utilizing all available resources to ensure customer satisfaction.
• Review, analyze, and process critical customer queries with accuracy to provide customer satisfaction.
• Utilize various software systems and tools to accurately document and track customer interactions.
• 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.

Requirements & Tech Stack

• Open to work in permanent night shift supporting US region.
• Ability to switch between any support channel of phone and chat based on business requirements.
• Strong active listening skills to understand customer needs and provide appropriate solutions.
• Ability to manage multiple tasks simultaneously.
• Ability to multitask and navigate through multiple software systems simultaneously.
• 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).
• Flexible to work from Office in a 24/7 work environment with rotational weekly time off.
• Ability to work during public holidays as per business needs.
• Ability to work in permanent night shifts or any assigned shifts on a rotational basis.

Qualifications

• 10 months – 4 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.
• Customer focused mindset with a high level of urgency.
• Any graduation.
• 6 months’ experience in retail, contact center operations, or a related area.
• 1 year's experience with basic computer processing/data entry software.