Resolution Coordinator, Contact Center

Jobtailor; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

Walmart in Bengaluru, India, is seeking a Customer Service Specialist to handle live contact-related inquiries, process requests, and deliver high-quality support. You will follow policy, collaborate with managers and partners, and document workflows while monitoring incoming requests and escalating issues as needed.

The role emphasizes problem solving, data-driven improvements, and clear communication. Candidates should be familiar with ticketing systems and performance metrics, and be able to

Qualifications

• Knowledge of principles and techniques of customer communication
• Ability to listen to customers, understand processes, prioritize customer needs, and provide solutions
• Ability to speak, write, and present clearly
• Knowledge of day-to-day activities in customer care service operations
• Knowledge of ticketing systems and other tools used to handle customer requests
• Knowledge of escalation matrices and customer request process lifecycles
• Ability to provide accurate and timely customer service using quality guidelines and resources
• Ability to research customer requests and document routine workflows, resource requirements, dependencies, and criticalities
• Ability to monitor incoming requests and respond to specialty processes, escalated issues, and support requests
• Ability to elevate systemic issues using tools such as Gemba Leadership and JIRA
• Knowledge of problem-solving methodologies and diagnostic tools
• Ability to use fact-finding techniques to identify and break down contact center operational problems
• Ability to suggest alternative approaches and solutions based on benchmarking
• Ability to communicate horizontally and vertically within the contact center
• Ability to anticipate roadblocks and generate creative workarounds
• Knowledge of customer service practices, SOPs, processes, metrics, trends, and improvement techniques
• Ability to implement process improvement plans with guidance
• Ability to identify opportunities and improvements based on feedback and trend analysis
• Ability to review key metrics for root cause and solution creation
• Knowledge of Walmart products and services, including promotions and discounts
• Ability to inform customers of promotions, offers, and discounts
• Basic computer processing/data entry software

Responsibilities

• Explain Walmart products and services to customers and communicate promotions, offers, and discounts
• Collaborate with managers, coworkers, customers, and business partners
• Provide customer service for live contact-related questions, restricted account actions, concessions, approvals, and operational support
• Perform research and document workflows, resource requirements, dependencies, and criticalities
• Monitor incoming requests and respond to specialty processes, escalated issues, and support requests
• Escalate systemic issues using tools such as Gemba Leadership and JIRA
• Investigate and solve contact center issues using fact-finding techniques and diagnostic tools
• Implement contact center process improvement plans and escalated existing issues
• Identify opportunities and recommend improvements based on customer feedback and trend analysis
• Review key metrics to identify root causes and create solutions

Skills

Customer communication principles

Active listening

Clear communication

Collaboration

Creative problem-solving

Customer focus

Problem-solving methodologies

Fact-finding techniques

Workflow documentation

Operational support

Data entry

Contact center operations

Tools

JIRA

Gemba Leadership

Ticketing Systems

Reporting Tools

Diagnostic Tools

Job description

• Implement action plans related to company policies, procedures, ethics, integrity, and the Open Door Policy


• Complete work assignments and priorities using policies, data, and resources


• Collaborate with managers, coworkers, customers, and business partners


• Identify priorities, deadlines, and expectations; carry out tasks and communicate progress and information


• Provide customer service for live contact-related questions, restricted account actions, concessions, approvals, and operational support


• Perform research and document workflows, resource requirements, dependencies, and criticalities


• Monitor incoming requests and respond to specialty processes, escalated issues, and support requests


• Escalate systemic issues using available tools, such as Gemba Leadership and JIRA


• Investigate and solve contact center issues using fact-finding techniques and diagnostic tools


• Implement contact center process improvement plans and escalated existing issues


• Identify opportunities and recommend improvements based on customer feedback and trend analysis


• Review key metrics to identify root causes and create solutions


• Explain Walmart products and services to customers and communicate promotions, offers, and discounts


• Foster respect, integrity, collaboration, customer focus, continuous improvement, and a positive associate and customer experience

Requirements

• Knowledge of principles and techniques of customer communication


• Ability to listen to customers, understand processes, prioritize customer needs, and provide solutions


• Ability to speak, write, and present clearly


• Knowledge of day‑to‑day activities in customer care service operations


• Knowledge of ticketing systems and other tools used to handle customer requests


• Knowledge of escalation matrices and customer request process lifecycles


• Ability to provide accurate and timely customer service using quality guidelines and resources


• Ability to research customer requests and document routine workflows, resource requirements, dependencies, and criticalities


• Ability to monitor incoming requests and respond to specialty processes, escalated issues, and support requests


• Ability to elevate systemic issues using tools such as Gemba Leadership and JIRA


• Knowledge of problem‑solving methodologies and diagnostic tools


• Ability to use fact‑finding techniques to identify and break down contact center operational problems


• Ability to suggest alternative approaches and solutions based on internal and external benchmarking


• Ability to communicate horizontally and vertically within the contact center


• Ability to anticipate roadblocks and generate creative workarounds


• Knowledge of customer service practices, standard operating procedures, defined processes, reporting tools, performance metrics, industry trends, and process improvement techniques


• Ability to implement process improvement plans with guidance


• Ability to identify opportunities and recommend improvements based on customer feedback and trend analysis


• Ability to review key metrics for root cause identification and solution creation


• Knowledge of Walmart products and services, including product utility, substitutes, functions, features, and capabilities


• Ability to inform customers of promotions, offers, and discounts


• Basic computer processing/data entry software

Core Competencies

Demonstrates expertise in customer service operations, including effective communication, problem‑solving methodologies, and process improvement techniques. Proficient in utilizing tools like JIRA and Gemba Leadership to enhance operational efficiency and customer satisfaction.

Highest-signal resume keywords

• Customer Service Practices


• Problem‑Solving Methodologies


• JIRA


• Gemba Leadership


• Process Improvement Techniques

ATS Optimization Keywords

Hard Skills

• Customer Communication Principles


• Fact‑Finding Techniques


• Workflow Documentation


• Escalation Matrices


• Performance Metrics Analysis


• Trend Analysis


• Operational Support


• Data Entry Software


• Contact Center Operations


• Customer Request Process Lifecycle

Soft Skills

• Active Listening


• Clear Communication


• Collaboration


• Creative Problem‑Solving


• Customer Focus

Industry Keywords

• Customer Service


• Continuous Improvement


• Operational Support


• Walmart Products and Services


• Standard Operating Procedures

Tools & Technologies

• JIRA


• Gemba Leadership


• Ticketing Systems


• Reporting Tools


• Diagnostic Tools