Resolution Coordinator, Contact Center

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

📋 Description

• Execute company policies, procedures, ethical standards, and related action plans utilizing the Open Door Policy.

• Complete work tasks and priorities by collaborating effectively with managers, coworkers, customers, and business partners.

• Determine priorities, deadlines, and expectations; execute tasks; and communicate progress and relevant information.

• Actively listen to customers, comprehend processes, prioritize customer needs, and deliver effective solutions.

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

• Investigate customer issues and document routine workflows, resource needs, dependencies, and critical factors.

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

• Utilize available tools such as Gemba Leadership and JIRA to escalate systemic issues.

• Analyze and deconstruct business problems related to contact center operations using fact-finding techniques and diagnostic tools.

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

• Communicate horizontally and vertically within the contact center to explore and resolve issues.

• Anticipate potential obstacles and devise innovative workarounds.

• Execute process improvement initiatives and escalate ongoing issues.

• Identify opportunities and suggest enhancements based on customer feedback and trend analysis.

• Review key metrics with guidance to aid in root cause analysis and solution creation.

• Explain Walmart products and services, including their functions, features, capabilities, and customer use cases.

• Notify customers of promotions, offers, and discounts.

• Collaborate with team members and business partners to achieve collective objectives.

• Promote continuous improvements and embrace new digital tools and methodologies.

⛳️ Requirements

• Understanding of principles and techniques for effective customer communication.

• Familiarity with various business communication styles and techniques across different interaction channels.

• Ability to attentively listen to customers, comprehend processes, prioritize their needs, and offer solutions.

• Proficient in speaking, writing, and presenting information clearly.

• Knowledge of company communication protocols tailored to different customer types.

• Understanding of customer care service operations.

• Familiarity with ticketing systems and tools utilized for managing customer requests.

• Knowledge of escalation matrices and the lifecycle of customer request processes.

• Ability to deliver accurate and timely customer service while adhering to quality guidelines and resources.

• Proficiency in problem-solving methodologies and tools.

• Expertise in fact-finding techniques and diagnostic tools relevant to contact center operations.

• Knowledge of customer service practices, standard operating procedures, and established processes.

• Familiarity with standard reporting tools and techniques, performance metrics, industry trends, and process improvement strategies.

• Understanding of Walmart products and services.

• Basic skills in computer processing and data entry software.

• No minimum qualifications are specified.

🏝️ Benefits

• No benefits, perks, or compensation extras are mentioned in the posting.