Senior Resolution Coordinator (Customer Service)

Walmart; Bengaluru; On-site; INR 400,000 - 640,000; Full time

Benefits offered by this job

Health benefits

PTO

Maternity/Parental leave

Best-in-class benefits

Job summary

Walmart Bangalore-based Global Tech is seeking a Customer Care Senior Resolution Coordinator to handle high-volume inquiries from customers, stores and associates via phone, chat and email, while navigating multiple systems to resolve issues with accuracy and courtesy.

You will join a metrics-driven team that values timely communication, problem solving and reliability, and you may switch between support channels based on business needs, including night shifts on a rotating schedule.

Qualifications

• 1–4 years of relevant customer service experience.
• Excellent written and verbal communication skills.
• Able to interact professionally with customers.
• Ability to manage multiple tasks simultaneously.
• Customer-focused mindset with urgency.
• Adaptable to switching between phone, chat and email channels.
• Reliable and punctual with strong problem-solving.
• Must be comfortable with rotating shifts.

Responsibilities

• Take a high volume of incoming calls, chats, and emails from customers, stores, and associates.
• Communicate professionally and ensure customer satisfaction.
• Adhere to quality guidelines and SLAs; maintain accuracy in queries.

Skills

Customer service

Communication

Multitasking

Night shift

English proficiency

Education

Any graduation

Tools

MS Office

Job description

Job description

You make sound judgments and promote an 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. Flexible to work in US hours shifts.

About Team

The Walmart Contact Center specializes in providing best-in-class service to customers, stores, and associates via phone, chat, email. We are a metrics driven center dedicated to driving results where our associates thrive in this high-volume environment that handles over 10 million contacts per year.
We Invest in You! At Walmart, we focus on the growth and development of our associates! We are a highly engaged team that prides itself on exceeding customer expectations, building relationships, career progression and providing individual and team recognition.

We are looking for career minded, customer centric individuals who are experienced in providing best-in-class customer service.

What you'll do

• As a Customer Care Senior Resolution Coordinator, you will take a high volume of incoming calls, chats, and emails from customers, stores, and associates while navigating multiple systems to aid in answering questions and resolving issues.
• All Customer Care Coordinators 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 solve, act with integrity and be dedicated to making a difference.

What you'll bring

• 1 Year - 4 years of relevant Customer Service experience
• Excellent written and verbal communication skills
• 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 Care
• In this role, you may be asked to switch between any support channel of phone, chat, and Email based on the business requirements.
• Review, analyze, and process critical customer queries with accuracy to provide customer satisfaction.
• Adhere to quality, compliance guidelines and SLAs
• Must type a minimum of 25 WPM
• Proficient with Microsoft Office programs (Outlook, Word)
• Successful completion of mandatory training
• Should be flexible work in a 24/7 work environment with rotating weekly time off.
• 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.

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 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.