Walmart Hiring Resolution Coordinator, Contact Center | Bangalore

Position Summary

This role supports contact center operations by addressing customer requests, coordinating issue resolution, and ensuring that customer interactions follow company policies and standards. The position involves collaborating with internal teams, documenting processes, and delivering accurate information to customers.

What You'll Do

• Follow company policies, procedures, and ethical standards while applying the Open Door Policy in daily work and business processes.
• Complete assigned tasks using available policies, data, and resources. Work with managers, coworkers, customers, and business partners to meet priorities, deadlines, and expectations.
• Communicate progress and updates, identify improvement opportunities, and adapt to changes or feedback.
• Apply customer communication principles across different interaction channels. Listen to customers, understand their needs, and provide appropriate solutions.
• Use effective written and verbal communication to share information and present solutions clearly.
• Support customer care operations by using ticketing systems and other tools to manage customer requests and issue resolution processes.
• Provide timely and accurate information to customers, assist with live contact related questions, restricted account actions, concessions approvals, and other operational requests.
• Document workflows, resource requirements, and dependencies while responding to incoming support requests and escalations.
• Monitor specialty processes and escalate systemic issues using available tools such as JIRA and internal escalation channels.
• Use problem solving methods and diagnostic techniques to investigate operational issues within the contact center.
• Recommend alternative approaches or solutions based on internal insights and external benchmarking.
• Work with cross functional teams within the contact center to investigate issues and identify practical workarounds when obstacles arise.
• Support continuous improvement initiatives by reviewing performance metrics, identifying root causes, and recommending process enhancements.
• Use customer feedback and trend analysis to identify improvement opportunities in contact center operations.
• Maintain knowledge of Walmart products and services and explain their features, capabilities, and benefits to customers.
• Inform customers about relevant promotions, offers, and available service options.

Walmart Values and Ways of Working

Respect the Individual: Promote an inclusive and respectful workplace that values different cultures, ideas, and experiences. Support an environment where associates feel connected and able to contribute their best work.

Encourage team engagement by providing feedback, mentoring others, and recognizing contributions and achievements.

Build strong relationships with team members and business partners while communicating effectively and collaborating to achieve shared goals.

Act with Integrity: Maintain high standards of ethics and compliance, follow company policies and the code of conduct, and support an environment where associates feel comfortable raising concerns.

Demonstrate accountability, transparency, and honesty while contributing to Walmart's commitment to responsible and sustainable business practices.

Serve Our Customers and Members: Focus on delivering results while putting customers first. Use insights, analytics, and cross business collaboration to support better decision making and value for customers.

Strive for Excellence: Continuously look for ways to improve processes, adopt new digital tools, and support innovation. Demonstrate curiosity, resilience, and a growth mindset while working toward operational improvements.

Minimum Qualifications

No specific minimum qualifications were listed for this position.

Preferred Qualifications

• Experience with basic computer processing or data entry software.