Resolution Coordinator, Contact Center

About the Team

The Walmart Contact Center delivers support to customers, stores, and associates through phone, chat, and email. It operates in a metrics-focused environment designed for high performance, handling more than 10 million contacts each year.

The company emphasizes learning and growth, with a strong focus on associate development, team engagement, recognition, and career advancement. The ideal candidate is someone who is customer-oriented, eager to grow, and experienced in delivering strong service.

Role Summary

As a Customer Care Senior Resolution Coordinator, you will manage a large volume of inbound calls, chats, and emails from customers, stores, and associates. The role requires navigating multiple systems to answer questions and resolve issues efficiently.

You will be expected to communicate in a professional, conversational manner while using available resources to support a positive customer experience. Reliability, punctuality, integrity, and a problem-solving mindset are important for success in this position.

Key Responsibilities

• Handle a high volume of customer, store, and associate interactions across phone, chat, and email.
• Use multiple internal systems to research concerns and provide accurate resolutions.
• Communicate clearly and professionally while maintaining a helpful, customer-first approach.
• Assess, review, and resolve sensitive customer issues with precision.
• Follow quality standards, compliance rules, and service-level expectations.
• Stay flexible to move between support channels as business needs change.
• Remain committed to punctuality, reliability, and integrity in day-to-day work.
• Take continuous voice calls when required by the role.

Requirements

• 0 to 12 months of relevant customer service experience.
• Strong written and spoken communication skills.
• Ability to interact with customers in a professional manner.
• Comfort handling several tasks at once.
• Customer-focused attitude with a strong sense of urgency.
• Willingness to work across phone, chat, and email channels as needed.
• Ability to review and process customer queries accurately.
• Must comply with quality, compliance, and SLA requirements.
• Willingness to work continuous voice-based support.
• Typing speed of at least 25 words per minute.
• Working knowledge of Microsoft Office tools such as Outlook and Word.
• Completion of mandatory training is required.
• Availability for a 24/7 work schedule with rotating weekly off days.
• Readiness to work permanent night shifts or other rotating assigned shifts.
• Any graduate can apply.
• Basic computer processing and data entry software knowledge is preferred.

Benefits

• Performance-based incentive awards.
• Benefits package that includes maternity and parental leave.
• Paid time off.
• Health benefits.
• Additional company perks and associate support programs.

About Walmart Global Tech

Walmart Global Tech is a technology-driven organization where engineering, data science, cybersecurity, and service teams work to create solutions that impact millions of people. The company focuses on innovation, learning, and building future-ready skills while enabling associates to grow their careers and contribute at scale.

Belonging and Equal Opportunity

The organization promotes an inclusive workplace where every associate feels respected and valued. Its vision is to create an environment where everyone is included, supporting employees, customers, suppliers, and the communities in which it operates.

Location

Bengaluru, Karnataka, India. Primary location: Bldg 2 Cumulus Prestige Tech Cloud, India.