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