(IND) Resolution Specialist, Contact Center

About the Role

As a Resolution Specialist, Contact Center at Walmart Global Tech India, you will be responsible for taking a high volume of incoming calls and chats from associates and candidates, navigating multiple systems to answer questions and resolve issues. You will promote a customer-focused environment, optimize execution and results, and inspire commitment through communication and influence. You will demonstrate adaptability while thinking and acting strategically, and build and sustain internal and external relationships. This role requires you to be punctual, reliable, a problem solver, act with integrity, and be dedicated to making a difference.

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.
• Utilize all available resources to ensure customer satisfaction.
• Review, analyze, and process critical customer queries with accuracy.
• 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.
• Handle customer concerns and find suitable resolutions.

Requirements & Tech Stack

• 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.
• 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.
• Must type a minimum of 25 WPM.
• Proficient with Microsoft Office programs (Outlook, Word, Excel).
• Proficient in using soft phones (good to have).
• Any graduation.
• Open to work in permanent night shifts supporting the US region.
• Should be flexible to work from the Office in a 24/7 work environment with rotational weekly time off.
• 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.
• In this role, you may be asked to switch between any support channel of phone and chat based on business requirements.