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. You will navigate multiple systems to answer questions and resolve issues.

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.
• 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.
• Switch between support channels (phone and chat) based on business requirements.

Requirements & Tech Stack

• Excellent written and verbal communication skills with the ability to effectively articulate information to customers.
• Ability to interact professionally with customers.
• Ability to manage multiple tasks simultaneously.
• Customer focused mindset with a high level of urgency.
• Strong active listening skills to understand customer needs and provide appropriate solutions.
• 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.
• 6 months’ experience in retail, contact center operations, or a related area.
• 1 year's experience with basic computer processing/data entry software.
• Any graduation.
• Associates must be punctual, reliable, problem solvers, act with integrity, and be dedicated to making a difference.