Resolution Specialist, Contact Center (International Voice Process)
- Walmart
- 1 - 4 years
- Bengaluru
- 20 days ago
- Email to a friend
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Job Description
Job Title RESOLUTION SPECIALIST, CONTACT CENTER
Experience range 1 - 4 years
Flexible to work in night shift
Work Location Bangalore
Job 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 youll 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 youll 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 escalate 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. Thats what we do at Walmart Global Tech. Were a team of software engineers, data scientists, cybersecurity expert's and service professionals within the worlds 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.
Walmarts 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 isand feelsincluded, 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, were 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.
Job Classification
Industry: RetailFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: WalmartLocation(s): Bengaluru
Keyskills: US Process International BPO Customer Support Voice Process
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