Resolution Coordinator, Contact Center

This is a fully remote position, open to applicants in India.

📋 Description

• Implement the company's policies, procedures, ethical standards, and associated action plans.

• Complete assigned work and prioritize tasks by utilizing policies, data, resources, and collaboration with managers, colleagues, customers, and business partners.

• Deliver customer service by providing accurate and timely information through various channels.

• Assist with inquiries related to live contact, restricted account actions, concessions, approvals, and operational support.

• Research customer requests and document standard workflows, resource needs, dependencies, and critical factors.

• Monitor incoming requests and address specialty processes, escalated issues, and support inquiries.

• Escalate systemic issues using tools like Gemba Leadership and JIRA.

• Investigate and resolve contact center challenges using fact-finding methods and diagnostic tools.

• Propose alternative solutions based on both internal and external benchmarking.

• Execute process improvement plans and recommend enhancements based on customer feedback and trend analysis.

• Review key performance metrics to identify root causes and develop solutions.

• Explain Walmart's products and services, including their features, capabilities, promotions, offers, and discounts.

• Collaborate with team members and business partners to meet objectives and foster continuous improvement.

⛳️ Requirements

• Proficiency in basic computer processing and data entry software.

• Understanding of principles and techniques related to customer communication.

• Familiarity with customer care operations, ticketing systems, escalation matrices, and the lifecycle of customer request processes.

• Knowledge of problem-solving methodologies and diagnostic tools.

• Awareness of customer service practices, standard operating procedures, reporting tools, performance metrics, industry trends, and process improvement strategies.

• Understanding of Walmart's products and services.

🏝️ Benefits

• Comprehensive health and wellness plans.

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Employee discounts on Walmart products and services.