Walmart Hiring Resolution Coordinator, Contact Center Chennai

Position Summary

This role supports customer care operations within the contact center by handling customer requests, resolving issues, and ensuring timely and accurate communication. The position requires coordination with internal teams, adherence to company policies, and the ability to manage requests through established processes and tools.

What You'll Do

• Follow company policies, procedures, and ethical standards while executing daily business processes and supporting operational tasks.
• Complete assigned work using available data, resources, and guidelines. Collaborate with managers, team members, customers, and business partners to meet priorities and deadlines.
• Communicate updates on tasks, track progress, and recommend improvements where opportunities are identified.
• Apply customer communication techniques across different channels. Listen carefully to customers, understand their needs, and provide appropriate solutions.
• Share accurate and timely information with customers while following quality guidelines and internal resources.
• Use ticketing tools and operational systems to manage customer requests, including account actions, approvals, and other service-related queries.
• Monitor incoming requests, document workflows, and respond to specialty processes and escalated support cases.
• Escalate systemic or operational issues using available tools such as Gemba leadership channels or JIRA.
• Apply problem solving approaches and diagnostic techniques to identify and break down issues related to contact center operations.
• Communicate with teams across the contact center to investigate issues and suggest alternate approaches based on benchmarking and internal insights.
• Support process improvement initiatives by reviewing metrics, identifying root causes, and recommending enhancements based on customer feedback and trends.
• Maintain knowledge of Walmart products and services and explain their features, capabilities, and benefits to customers.
• Inform customers about available promotions, offers, and discounts when relevant.

Company Values

Respect for the Individual: Promote a positive and inclusive workplace where associates feel valued and connected. Build strong relationships with colleagues and partners while encouraging collaboration, feedback, and development opportunities.

Act with Integrity: Uphold the highest standards of ethics and compliance by following company policies and the code of conduct. Encourage transparency, accountability, and a culture where associates feel comfortable sharing concerns.

Serve Customers and Members: Focus on delivering results while prioritizing customer needs. Use data, insights, and a broad business perspective to support decisions that drive value and maintain everyday low prices.

Strive for Excellence: Continuously seek improvements, adopt new tools and digital ways of working, and support innovation. Demonstrate curiosity, resilience, and a growth mindset while implementing process improvements.

Preferred Qualifications

• Basic computer processing or data entry software knowledge.