Associate, Chat Support

About the Role

This role is responsible for 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, handling queries efficiently and delivering the best possible service.

Key Responsibilities

• Handle first-line contact and queries via written communication channels.
• Handle first line contact efficiently to minimize impact to customers and colleagues and deliver strong NPS scores.
• Deliver personal objectives, preparing for and participating fully in conversations with colleagues and managers.
• Maintain knowledge of work processes and share it freely with others.
• Use continuous improvement skills to look for and raise opportunities to improve processes and practices.
• Embrace change and continually develop skills to excel in the role.
• Ensure all open tickets are closed within the agreed timescale.
• Work in roster shifts to support customer queries.
• Complete tasks and transactions within agreed metrics.
• Solve problems by analyzing solution alternatives.

Requirements & Tech Stack

• Customer service orientation
• Customer Service experience, preferably in a written channel
• 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

• None explicitly stated beyond the operational skills.

Tesco Bengaluru Rewards

• Fixed Pay: Guaranteed pay as per the 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 & Wellness: 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.
• Financial Wellbeing: One-to-one financial coaching and salary advances on earned wages upon request.
• Save As You Earn (SAYE): A structured 3-year savings plan to become a Tesco shareholder.
• Physical Wellbeing: Access to facilities on a green campus including a cricket pitch, football field, badminton and volleyball courts, and indoor games.

Work Model

• Hybrid model: Spend 60% of your week collaborating in person at office locations or local sites, and the rest of the time working remotely.