Resolution Coordinator, Contact Center

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

📋 Description

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

• Accomplish work tasks and priorities by leveraging policies, data, and resources in collaboration with managers, colleagues, customers, and business partners.

• Convey information clearly to customers through various communication channels while offering relevant solutions.

• Deliver customer service for inquiries related to live contacts, restricted account actions, concessions, approvals, and operational support.

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

• Record routine workflows, resource needs, dependencies, and critical factors.

• Elevate systemic issues using available tools, including Gemba Leadership and JIRA.

• Explore and resolve contact center challenges employing fact-finding techniques and diagnostic tools.

• Recommend alternative strategies and solutions based on internal and external benchmarking.

• Anticipate potential obstacles and devise innovative workarounds.

• Enact process improvement strategies for current contact center procedures and escalate issues as necessary.

• Identify opportunities for enhancement and propose improvements based on customer feedback and trend analysis.

• Analyze key metrics to facilitate root cause identification and devise solutions.

• Clarify Walmart products and services, explaining their usage along with pertinent features and capabilities.

• Notify customers about promotions, offers, and discounts.

• Promote respect, integrity, collaboration, customer focus, continuous improvement, and compliance with Walmart’s values and policies.

⛳️ Requirements

• Familiarity with basic computer processing and data entry software.

🏝️ Benefits

• Comprehensive benefits package

• Opportunities for professional development and advancement

• Supportive work environment that values diversity and inclusion