(IND) Resolution Specialist, Contact Center

Walmart Global Tech India; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Incentive awards

Health benefits

Parental leave

Job summary

Walmart Global Tech India seeks a Resolution Specialist, Contact Center to handle high volumes of calls and chats from associates and candidates. You will navigate multiple systems to address questions, resolve issues, and ensure customer satisfaction with a professional, solutions-focused approach.

The role requires excellent written and verbal communication, the ability to multitask, and a customer-first mindset.

Qualifications

• 6 months’ to 4 years of relevant customer service experience.
• Excellent written and verbal communication skills with the ability to articulate information to customers.
• Able 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 experience.

Responsibilities

• Handle a high volume of incoming calls and chats from associates and candidates.
• Navigate multiple systems to answer questions and resolve issues.
• Communicate professionally and use available resources to ensure customer satisfaction.
• Meet or exceed KPIs such as average handling time and first call resolution.
• Work in a fast-paced environment with strong attention to detail.

Skills

Customer service

Communication

Multitasking

Customer focus

Professionalism

Education

Any graduation

Tools

Microsoft Office (Outlook, Word, Excel)

Soft phones

Job description

You make sound judgments and promote a Associate / Candidates focused environment. You optimize execution and results. You inspire commitment through communication and influence. You demonstrate adaptability while thinking and acting strategically. You build and sustain internal and external relationships. Open to work in permanent night shift supporting US region.

What You’ll Do

As a Resolution Specialist, Contact Center you will take a high volume of incoming calls and chats from associates and candidates while navigating multiple systems to aid in answering questions and resolving issues. All Resolution Specialists must have the ability to communicate professionally in a conversational manner while utilizing all available resources to ensure customer satisfaction. To exceed our customers’ needs, our associates must be punctual, reliable, problem solver, act with integrity and be dedicated to making a difference.

What You’ll Bring

• 10 months – 4 Years of relevant customer service experience
• Excellent written and verbal communication skills with the ability to effectively articulate information to customers
• Able 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 experience

The Requirements

• In this role, you may be asked to switch between any support channel of phone and chat based on the business requirements.
• Review, analyze, and process critical customer queries with accuracy to provide customer satisfaction.
• Strong active listening skills to understand customer needs and provide appropriate solutions
• Utilize various software systems and tools to accurately document and track customer interaction
• Ability to multitask and navigate through multiple software systems simultaneously
• Collaborate with internal associates of Walmart to escape 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 while interacting with customers, colleagues, and supervisors
• Demonstrated ability to work in a fast-paced, dynamic environment with a strong attention to detail
• Exceptional problem-solving and decision-making skills to handle customer concerns and find suitable resolutions
• Must type a minimum of 25 WPM
• Proficient with Microsoft Office programs (Outlook, Word, Excel)
• Proficient in using soft phones (good to have)
• Should be 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
• Should be able to work during public holidays as per business needs
• Should be able to work in permanent night shifts or any assigned shifts on a rotational basis.
• Any graduation

About Walmart Global Tech

Imagine working in an environment where one line of code can make life easier for hundreds of millions of people. That’s what we do at Walmart Global Tech. We’re a team of software engineers, data scientists, cybersecurity expert's and service professionals within the world’s leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.

Work

Walmart’s culture sets us apart, and we know being together helps us innovate, learn and grow great careers. This role is based in our [Bangalore/Chennai] office for daily work, with the flexibility for associates to manage their personal lives.

Benefits

• Beyond our great compensation package, you can receive incentive awards for your performance.
• Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.

Belonging

We aim to create a culture where every associate feels valued for who they are, rooted in respect for the individual. Our goal is to foster a sense of belonging, to create opportunities for all our associates, customers and suppliers, and to be a Walmart for everyone. At Walmart, our vision is "everyone included." By fostering a workplace culture where everyone is—and feels—included, everyone wins. Our associates and customers reflect the makeup of all 19 countries where we operate. By making Walmart a welcoming place where all people feel like they belong, we’re able to engage associates, strengthen our business, improve our ability to serve customers, and support the communities where we operate.

Equal Opportunity Employer

Walmart, Inc., is an Equal Opportunities Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.

Minimum Qualifications

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

Preferred Qualifications

• In retail, contact center operations, or a related area

Primary Location

Block- 1, Prestige Tech Pacific Park, Kadubeesanahalli Village, Varthur Hobli , India