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, handling queries efficiently to deliver 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 and deliver strong NPS scores.
• Solve problems by analyzing solution alternatives.
• 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.
• Understand your role in delivering core purpose, key metrics, and performance measures.
• Role model Tesco values and lead by example.
• Share knowledge of work processes freely with others.
• Use continuous improvement skills to identify and raise opportunities for process and practice improvements.
• Embrace change.
• Continually develop your skills.

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

N/A