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 leverage skills, knowledge, and tools to provide tailored solutions that meet individual needs, handling queries efficiently to deliver the best possible service.

Key Responsibilities

• Handle first-line contact and queries via written communication channels.
• Resolve customer queries efficiently to minimize impact and deliver strong NPS scores.
• Deliver personal objectives and participate in everyday and structured conversations with colleagues and managers.
• Maintain knowledge of work processes and share it freely with others.
• Use continuous improvement skills to identify and raise opportunities for process improvements and embrace change.
• 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 experience, preferably in written channels.
• Communication skills.
• Ability to work in a team environment.

Qualifications

• Responsible for following the Business Code of Conduct and always acting with integrity and due diligence.
• Understand the Core Purpose and the role played in delivering it.
• Role model Tesco values and lead by example in actions and behavior.
• Understand the part played in delivering key metrics and performance measures.
• Deliver all relevant critical metrics consistently and to agreed quality and reliable service standards.