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. The aim is 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 on customers and colleagues.
• Deliver all relevant critical metrics consistently to agreed quality and reliable service standards.
• Close all open tickets within the agreed timescale.
• Work in roster shifts to support customer queries.
• Solve problems by analyzing solution alternatives.
• Share work process knowledge freely with others.
• Use continuous improvement skills to identify and raise opportunities to improve processes and practices.
• Continually develop skills to excel in the role.

Requirements & Tech Stack

• Excellent Written Communication in English.
• Typing speed and accuracy.
• Basic Microsoft Office (e.g., Outlook email).

Qualifications

• Customer service orientation.
• Customer Service experience, preferably in a written channel.
• Communicating and working in a team environment.
• Conflict Resolution.
• Empathy and customer focus.

About Tesco

• Tesco is committed to providing a market-competitive reward package.
• Offers a hybrid work model: 60% of the week in-office, the rest remote.
• Emphasizes inclusion, fairness, respect, individuality, and uniqueness.
• Proud to be a Disability Confident Committed Employer.
• Recruitment process is accessible, with reasonable adjustments provided.
• Employs colleagues through Tesco Bengaluru Private Limited.