Job Description

About the Role
As a Contact Center Agent, you will be the first point of contact for Walmart associates, providing quality phone support and helping resolve their questions and needs related to people-related topics.
Your role is essential to ensuring a positive associate experience. You will provide accurate and timely information and escalate more complex cases to the appropriate specialists.
You will help ensure the best experience for all Walmart associates while strengthening the company’s culture of care and service.
What You'll Do
• Answer phone calls from associates and record relevant information in the designated systems.
• Accurately capture data and details from each interaction.
• Resolve simple associate questions and issues using information available in WM regulations, local laws, and knowledge bases.
• Provide information about company policies, procedures, and benefits.
• When an associate's question or issue requires a more specialized solution, transfer the call to the appropriate team or person, ensuring an efficient handoff and clearly communicating the situation.
• Follow up on transferred calls to ensure the associate receives the necessary support in a timely manner.
• Escalate complex or recurring issues to the supervisor or consultant for analysis and resolution.
• Provide friendly, high-quality service in every interaction, following customer service protocols and focusing on associate satisfaction.
• Understand and follow WM regulations and local laws when handling calls, ensuring the proper application of policies and procedures.





Qualifications

What You'll Bring
• Efficient and empathetic customer service, providing friendly and satisfactory support to associates.
• Active listening and the ability to understand associate needs.
• Clear and effective communication to provide accurate and easy-to-understand information.
• Ability to explain policies and procedures in a simple and clear way.
• Knowledge of phone systems such as Avaya One X, Zoom, Teams, and Outlook, as well as Microsoft Office tools such as Excel, Word, and PowerPoint.
• Proper recording and documentation of associate interactions.
• Collaboration with consultants and team members to ensure comprehensive support.
• Teamwork and ability to follow instructions.
• Willingness to learn and adapt to changes in processes, policies, and regulations.
• Active participation in ongoing training and skill development.
• Focus on meeting service and quality goals, contributing to Contact Center objectives.

Additional Information

The information above is intended to indicate the general nature and level of work performed in this position. It is not intended to contain or be interpreted as a complete inventory of all duties,



responsibilities, and qualifications required of employees assigned to this role.
Equal Opportunity Employer
Walmart, Inc. is an equal opportunity employer by choice. We believe we are better equipped to help our associates, customers, and the communities we serve live better when we truly know them. This means understanding, respecting, and valuing unique styles, experiences, identities, ideas, and opinions, while welcoming everyone.
Walmart does not charge any recruitment fees or similar charges during the hiring process, including but not limited to interviews, offers, and onboarding.
At Walmart de México y Centroamérica, we are committed to fostering a culture of belonging. Therefore, we seek to attract and hire the best talent based on competencies, skills, and potential. We do not discriminate on any grounds, including gender, age, ethnic origin, physical appearance, marital status, HIV-related health conditions or any other illness, socioeconomic status, disability, sexual orientation, gender identity, or gender expression. As a result, throughout the attraction and selection process, we will not request personal information, photographs, or any type of medical examinations. A candidate’s personal information is not relevant during the interview process or for the final hiring decision. At Walmart de México y Centroamérica, we are committed to ensuring that our associates experience a workplace every day that is respectful and free from discrimination and sexual harassment.

📌 +Coordinator Contact Center (Ciudad de México)
🏢 Corporate Tech & Services
📍 Ciudad de México