Senior Resolution Coordinator, Contact Center

Overview

Senior Resolution Coordinator in the Walmart Contact Center, taking high volumes of incoming calls, chats and emails from customers, stores and associates and resolving their issues across multiple systems.

What you'll do

• Take a high volume of incoming calls, chats, and emails from customers, stores, and associates.
• Navigate multiple systems to aid in answering questions and resolving issues.
• Communicate professionally in a conversational manner, utilizing all available resources to ensure customer satisfaction.
• Switch between phone, chat, and email support channels based on business requirements.
• Review, analyze, and process critical customer queries with accuracy to provide customer satisfaction.
• Adhere to quality, compliance guidelines and SLAs.

What you'll need

• 1+ years of relevant Customer Service experience.
• Excellent written and verbal communication skills.
• Ability to interact professionally with customers.
• Ability to manage multiple tasks simultaneously.
• Customer focused mindset with a high level of urgency; role model for delivering Extraordinary Customer Care.
• Must type a minimum of 25 WPM.
• Proficient with Microsoft Office programs (Outlook, Word).
• Successful completion of mandatory training.
• Any graduation.
• Minimum qualification: 6 months' experience addressing and responding to customer requests in a contact center or retail industry environment.
• Minimum qualification: 6 months' experience with basic computer processing/data entry software.

Nice to have

• Experience in Banking/Finance contact center domain.
• Risk assessment experience.
• Preferred qualification: experience in retail, contact center operations, or a related area.

Details

• Location: #173, 3rd Floor, Block B, Sholinganallur, Chennai, India (Walmart Global Tech office for daily work).
• Flexible to work in US hours shifts.
• Flexible to work in a 24/7 work environment with rotating weekly time off.
• Able to work in permanent night shifts or any assigned shifts on a rotational basis.