Resolution Specialist, Contact Center

About the Role

As a Resolution Specialist in the 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, communicating professionally and utilizing all available resources to ensure customer satisfaction.

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.
• Utilize various software systems and tools to accurately document and track customer interaction.
• 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.
• Work in a fast-paced, dynamic environment.

Requirements & Tech Stack

• 10 months – 4 Years of relevant customer service experience.
• 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.
• 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.

Working Conditions

• Flexible to switch between phone and chat support channels.
• Flexible to work from Office in a 24/7 work environment with rotational weekly time off.
• Weekly Off will be provided inline with company policy.
• 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.

Experience

• Minimum Qualifications: 6 months’ experience in retail, contact center operations, or a related area.
• Minimum Qualifications: 1 years' experience with basic computer processing/data entry software.