Resolution Specialist, Contact Center

Walmart; Bengaluru; Presencial; INR 250.000 - 420.000; Jornada completa

Descripción de la vacante

Walmart in Bengaluru is seeking a Resolution Specialist, Contact Center to handle high volumes of calls and chats from associates and candidates. You will navigate multiple systems to resolve issues and ensure customer satisfaction, while maintaining professionalism and accuracy in a fast-paced environment.

The role requires excellent communication, strong typing (25 WPM), and the ability to work across channels. Permanent night shifts and US region support are involved.

Formación

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

Responsabilidades

• Take a high volume of incoming calls and chats from associates and candidates.
• Navigate multiple systems to aid in answering questions and resolving issues.
• Communicate professionally to ensure customer satisfaction and meet KPIs.
• Work in a fast-paced, dynamic environment with attention to detail.
• Occasionally switch between phone and chat based on business needs.

Conocimientos

Typing 25 WPM

Microsoft Office

Educación

Any graduation

Herramientas

Outlook

Word

Excel

Soft phones

Descripción del empleo

Position Summary

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 expand 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

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

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

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.

Belonging

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.

Primary Location

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