Resolution Specialist, Contact Center

About the Role

Resolution Specialist, Contact Center (International Voice Process) at Walmart Global Tech India.

Key Responsibilities

• Take a high volume of incoming calls and chats from associates and candidates.
• Navigate multiple systems to answer questions and resolve issues.
• Communicate professionally in a conversational manner.
• Utilize all available resources to ensure customer satisfaction.
• Review, analyze, and process critical customer queries with accuracy.
• Use 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 any support channel of phone and chat based on business requirements.

Requirements & Tech Stack

• International Voice Process (US Shift)
• 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.
• Ability to manage multiple tasks simultaneously.
• Customer focused mindset with a high level of urgency.
• Strong active listening skills.
• 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.
• 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.
• Able to work during public holidays as per business needs.
• Able to work in permanent night shifts or any assigned shifts on a rotational basis.

Qualifications

• Any graduation.
• Punctual, reliable, problem solver, act with integrity and be dedicated to making a difference.