SENIOR RESOLUTION COORDINATOR, CONTACT CENTER

About the Role

The Walmart Contact Center specializes in providing best-in-class service to customers, stores, and associates via phone, chat, email. We are a metrics-driven center dedicated to driving results where our associates thrive in this high-volume environment that handles over 10 million contacts per year.

Key Responsibilities

• Take a high volume of incoming calls, chats, and emails from customers, stores, and associates.
• Navigate multiple systems to aid in answering questions and resolving issues.
• Communicate professionally in a conversational manner.
• Utilize all available resources to ensure customer satisfaction.
• Punctual, reliable, problem-solve, act with integrity and be dedicated to making a difference.
• Switch between any support channel of phone, chat, and Email based on business requirements.
• Review, analyze, and process critical customer queries with accuracy to provide customer satisfaction.
• Adhere to quality, compliance guidelines and SLAs.

Requirements & Tech Stack

• 1+ yrs of relevant Customer Service experience.
• Excellent written and verbal communication skills.
• 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 Care.
• Must type a minimum of 25 WPM.
• Proficient with Microsoft Office programs (Outlook, Word).
• Successful completion of mandatory training.
• Flexible to work in a 24/7 work environment with rotating weekly time off.
• Able to work in permanent night shifts or any assigned shifts on a rotational basis.

Qualifications

• 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.

Preferred Qualifications

• Experience in Banking/Finance contact center domain.
• Risk assessment experience.
• Any graduation.