Senior Resolution Coordinator, Customer Experience

Provide a single point of contact for customer escalations, ensuring timely resolution and visibility of efforts to regain customer loyalty and achieve complete consumer satisfaction.

Ce que vous ferez...

This role may handle all customer inquiries and communication through various channels, including phone, email, letters, surveys, social media, executive escalations, eCommerce, and stores. The role aims to provide an exceptional customer experience by resolving issues promptly to increase overall customer loyalty. The ability to discover, analyze, and solve problems while demonstrating empathy, self-awareness, and emotional control is essential. This role focuses on internal and external communication support, status updates, and providing insights into developing trends. The role also involves managing communication and resolution with stores, external and internal partners as required for customer resolutions, while tracking details in relevant software. Building and maintaining relationships within the organization is crucial to ensure appropriate departments are informed and participate in customer resolution. Identifying and mitigating risks, as well as proactively managing customer experience situations with key stakeholders until completion, is a key responsibility. Accurately completing documentation for each transaction and wrapping up calls by inputting data for call history is necessary. This includes sending communications to appropriate internal and external parties and initiating necessary customer resolutions. The role is accountable for the continued ownership of escalated customer resolutions and continuously provides feedback for process improvement to enhance call handling and overall customer experience. Additionally, supporting frontline coverage of reception duties, such as call handling and greeting visitors, may be required. Achieving quality service by accurately assessing and responding to customer needs using sound judgment and flexibility when recommending appropriate options and solutions is fundamental. This may entail identifying and resolving complaints, influencing to achieve mutually satisfactory solutions, and following escalation protocols as appropriate. Leadership Expectations: Respect the Individual: Demonstrates and encourages respect for others; drives a positive associate and customer experience for all; embraces differences in people, cultures, ideas, and experiences; supports workplaces where associated feel seen and connected through a culture of belonging, so all associates thrive and perform; contributes to an environment allowing everyone to bring their best selves to work. Demonstrates engagement and commitment to the team, developing others through feedback, coaching, mentoring, and developmental opportunities; and recognizes others' contributions and accomplishments. Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates with impact and listens attentively to a range of audiences; and demonstrates energy and positivity for own work. Acts with Integrity: Maintains and promotes the highest standards of integrity, ethics and compliance; models the Walmart values and leads by example to foster our culture; supports Walmart's goal of becoming a regenerative company by making a positive impact for associates, customers, and the world around us (e.g., creating a sense of belonging, eliminating waste, participating in local giving). Follows the law, our code of conduct and company policies, and encourages others to do the same; supports an environment where associates feel comfortable sharing concerns; reinforces our culture of non-retaliation; listens to concerns raised by associates and takes action; acts with accountability for achieving results in a way that is consistent with our values. Is consistently humble, self-aware, honest, and transparent. Serve our Customers: Delivers results while putting the customer first and applying an omni-merchant mindset and acts with an Every Day Low Cost mindset to drive value and Every Day Low Prices for customers. Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans. Strive for Excellence: Consistently raises the bar and seeks to improve; demonstrates curiosity and a growth mindset; seeks feedback, asks thoughtful questions; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks. Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.

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Indiquez ci-dessous les compétences minimales requises pour ce poste. Si aucune n'est indiquée, il n'y a pas de compétences minimales.

Age - 16 or older

Indiquez ci-dessous les compétences recherchées facultatives pour ce poste. Si aucune n'est indiquée, il n'y a pas de compétences recherchées.

Comme requis par la loi, Walmart offrira des accommodements pour les besoins des associés avec des incapacités.

Emplacement Principal...

1940 Argentia Rd, Mississauga, ON L5N 1P9, Canada