(IND) SENIOR RESOLUTION COORDINATOR, CONTACT CENTER

Role Overview Walmart Global Tech India is looking for a Senior Resolution Coordinator to join our Contact Center team in Bengaluru. In this role, you will resolve complex customer queries and operational support requests while collaborating with team members and partners. You will analyze system workflows to identify process improvements and ensure compliance with ethics and policies. Key Responsibilities - Respond to incoming specialty processes and escalated customer issues by monitoring requests. - Collaborate with coworkers, managers, and stakeholders to analyze information and address improvement opportunities. - Document workflows, resource requirements, dependencies, and criticalities to optimize processes. - Lead and support customer care teams by coordinating work assignments and providing feedback. - Leverage ticketing systems and data analysis tools to track and resolve customer requests. - Escalate systemic issues using leadership systems and tools like JIRA. Required Qualifications - At least 6 months of experience in addressing customer requests in a contact center or retail environment. - At least 6 months of experience with basic computer processing and data entry software. - Solid knowledge of customer communication principles, techniques, and channel norms. - Demonstrated problem-solving skills using fact-finding techniques and diagnostic tools. - Ability to speak, write, and present clearly to different audiences. Why Join Us Join Walmart Global Tech India to work with a world-class team, build your career, and make a positive impact on our customers. We offer a culture of respect, inclusion, and continuous learning.

- 6+ months of experience in contact center or retail customer care - 6+ months of experience with basic computer processing and data entry software - Familiarity with ticketing systems, escalation matrices, and customer request lifecycles - Strong communication, problem-solving, and analytical skills - Experience with data visualization and reporting tools is a plus

- Competitive salary and performance-based rewards - Comprehensive health, medical, and insurance coverage - Paid annual leave and flexible time-off policies - Career growth opportunities and professional development support - A collaborative, diverse, and inclusive work environment