Resolution Specialist, Contact Center

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. Flexible to work in US hours shifts.

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 - 3 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

 

Benefits:

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