Associate, Chat Support

Key Responsibilities

• Handle first-line contact across a range of queries and service areas via written communication channels.
• Leverage skills, knowledge, and tools to provide tailored solutions.
• Handle queries efficiently and provide a range of solutions to ensure the best possible service.
• Follow the Business Code of Conduct and act with integrity and due diligence.
• Understand your role in delivering Tesco's Core Purpose.
• Role model Tesco values and lead by example.
• Understand your part in delivering key metrics and performance measures.
• Deliver all relevant critical metrics consistently and to agreed quality and reliable service standards.
• Handle and resolve 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 and participate fully in conversations with colleagues and managers.
• Know and maintain knowledge of work processes and share that knowledge freely with others.
• Use continuous improvement skills to look for and raise opportunities to improve processes and practices.
• 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.
• 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

• Customer Service preferably in a written channel.

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 be leveraging your skills, knowledge, and available tools to provide tailored solutions that meet the needs of individuals you engage with, handling queries efficiently and providing a range of solutions to ensure the best possible service. You are accountable for following the Business Code of Conduct, acting with integrity, and understanding your role in delivering key metrics and performance measures. You will be expected to work in roster shifts and close all open tickets to an agreed timescale.