Walmart Hiring Resolution Coordinator, Contact Center (Bangalore)

Position Summary

This role supports contact center operations by resolving customer issues, handling service requests, and providing operational assistance across different support channels. The position requires understanding customer concerns, prioritizing requests, and delivering accurate solutions while following company policies and service standards.

Key Responsibilities

• Follow company policies, procedures, and ethical standards while executing daily business processes.
• Complete assigned work using available data, resources, and collaboration with managers, coworkers, customers, and business partners.
• Identify priorities, track deadlines, communicate progress, and recommend improvements when needed.
• Apply customer communication techniques across different interaction channels to understand issues and deliver clear responses.
• Listen to customers, evaluate their needs, and provide suitable solutions while following company communication protocols.
• Support customer care operations including handling requests, account actions, concessions approvals, and other service related activities.
• Use ticketing systems and internal tools to manage customer requests, monitor incoming tasks, and document workflows.
• Escalate complex or systemic issues using internal tools such as Gemba Leadership or JIRA when required.
• Conduct research and collaborate with internal teams to resolve escalated or specialized service requests.
• Analyze operational issues using fact finding techniques and diagnostic tools to identify root causes.
• Recommend alternative solutions and approaches based on benchmarking and operational insights.
• Assist with process improvement initiatives by reviewing metrics, analyzing feedback, and supporting enhancements to contact center operations.
• Share information about Walmart products and services, including features, capabilities, promotions, and available offers.

Values and Culture

Associates are expected to promote respect for individuals, build collaborative relationships with team members, and contribute to a positive workplace environment. The role encourages integrity, accountability, and ethical behavior in all business interactions.

The position also supports customer first decision making, continuous improvement, and the adoption of new tools and processes that enhance operational performance and customer experience.

Preferred Qualifications

• Experience with basic computer processing or data entry software.