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

Key Responsibilities

• Handle first-line contact and queries via written communication channels.
• Handle first-line contact efficiently to minimize any impact to customers and colleagues and deliver strong NPS scores.
• Follow the Business Code of Conduct and act with integrity and due diligence.
• Understand the Core Purpose and the role played in delivering it.
• Role model Tesco values and lead by example.
• 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.
• Deliver personal objectives, preparing for and participating fully in conversations with colleagues and managers.
• Know and maintain knowledge of work processes and share it freely.
• Use continuous improvement skills to look for and raise opportunities to improve processes and practices and embrace change.
• Continually develop skills to be the best in the role.
• Ensure all open tickets are closed to the agreed timescale.
• Work in roster shifts to support customer queries.
• Solve problems by analyzing solution alternatives.

Requirements & Tech Stack

• Customer service orientation
• Customer Service (preferably in 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

• N/A (No specific formal qualifications are listed in the text provided)