Walmart Hiring Resolution Coordinator, Contact Center (Bangalore)

Position Summary

The Resolution Coordinator supports customer care operations by handling requests, resolving issues, and providing accurate information through contact center channels. The role involves coordinating with internal teams, using ticketing tools, and ensuring customer concerns are addressed according to company policies and operational procedures.

What You'll Do

• Follow company policies, procedures, and ethical standards while executing assigned business processes and daily tasks.
• Complete work assignments using available policies, data, and resources. Collaborate with managers, coworkers, customers, and business partners to meet priorities and deadlines.
• Communicate progress, identify improvement opportunities, and adapt to feedback or operational changes.
• Interact with customers through multiple channels, understand their needs, and provide suitable solutions. Apply appropriate communication techniques and follow company protocols for different customer interactions.
• Support customer care operations by using ticketing systems and other tools to manage requests and inquiries.
• Provide timely and accurate information to customers, assist with account related questions, concessions, approvals, and operational support.
• Document workflows, resource requirements, and process dependencies. Monitor incoming requests and respond to specialty processes or escalated issues.
• Escalate systemic issues using internal tools such as Gemba leadership processes or JIRA when required.
• Apply problem solving techniques to identify and analyze operational issues in the contact center environment.
• Investigate root causes, communicate with cross functional teams, and recommend alternative approaches based on internal and external benchmarks.
• Support process improvement initiatives by reviewing customer feedback, operational trends, and key metrics.
• Share information about Walmart products and services, including features, functions, and available promotions or offers.

Work Culture and Values

Associates are expected to demonstrate respect for individuals, support a culture of belonging, and collaborate effectively with team members and partners. The role emphasizes integrity, accountability, and transparency while following company policies and legal guidelines.

Employees contribute to delivering strong customer experiences by prioritizing customers and members, using data and insights to guide decisions, and supporting continuous improvements within contact center operations.

The position also encourages curiosity, feedback driven development, and adoption of new digital tools to improve operational processes and service quality.

Preferred Knowledge

• Basic computer processing and data entry software.