Associate, Chat Support

About the Role

This role is responsible for handling first-line contact across a range of queries and service areas via written communication channels. You will leverage skills, knowledge, and tools to provide tailored solutions that meet individual needs and handle queries efficiently to deliver the best possible service.

Key Responsibilities

• Handling and resolving first-line contact and queries via written communication channels.
• Handling first line contact efficiently to minimize any impact to customers and colleagues and deliver strong NPS scores.
• Ensuring all open tickets are closed within the agreed timescale.
• Working in roster shifts to support customer queries.
• Solving problems by analyzing solution alternatives.
• Following the Business Code of Conduct and acting with integrity and due diligence.
• Understanding the Core Purpose and the role in delivering it.
• Role modeling Tesco values and leading by example.
• Understanding and delivering key metrics and performance measures.
• Delivering all relevant critical metrics consistently to agreed quality and reliable service standards.
• Delivering personal objectives and participating fully in conversations with colleagues and managers.
• Knowing and maintaining knowledge of work processes and sharing that knowledge freely.
• Using continuous improvement skills to identify and raise opportunities to improve processes and practices.
• Embracing change.
• Continually developing skills.

Requirements & Tech Stack

• Customer service orientation
• Customer Service (preferably in written channels)
• Excellent Written Communication in English
• Communicating and working in a team environment
• Conflict Resolution
• Empathy and customer focus
• Typing speed and accuracy
• Basic Microsoft Office (e.g., Outlook email)

Qualifications

• N/A

Key People and Teams You Will Work With

• CCEC Colleagues
• Managers
• Leads
• Vendors
• Store colleagues
• Other functions/departments

What's in it for you?

• Fixed Pay: Guaranteed pay as per your contract of employment.
• Performance Bonus: Opportunity to earn additional compensation bonus based on performance, paid annually.
• Leave & Time-off: 30 days of leave (18 days Earned Leave, 12 days Casual/Sick Leave) and 10 national and festival holidays.
• Retirement: Participation in voluntary programs like NPS and VPF.
• Health: Medical insurance for colleagues and dependents (including parents or in-laws).
• Mental Wellbeing: Support through self-help tools, community groups, ally networks, and face-to-face counselling for colleagues and dependents.
• Financial Wellbeing: One-to-one financial coaching at discounted rates and salary advances on earned wages upon request.
• Save As You Earn (SAYE): Structured 3-year savings plan to become a Tesco shareholder.
• Physical Wellbeing: Access to facilities including a cricket pitch, football field, badminton and volleyball courts, and indoor games.
• Hybrid Work Model: 60% of the week in office collaboration, with the remaining time working remotely.

About Us

Tesco Bengaluru is committed to inclusion, fairness, respect, and valuing individuality and uniqueness. Diversity and inclusion are embedded in the company's values. Tesco Bengaluru is a Disability Confident Committed Employer, committed to creating a supportive environment for individuals with disabilities and offering equal opportunities. The recruitment process is fully accessible with provisions for reasonable adjustments. Flexibility is a core part of the culture, encouraging open conversations about accommodating needs.