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 by leveraging available skills, knowledge, and tools, and to resolve queries efficiently to deliver the best possible service and strong NPS scores.

Key Responsibilities

• Handle first-line contact and queries via written communication channels.
• Analyze solution alternatives to solve problems.
• Complete tasks and transactions within agreed metrics.
• Work in roster shifts to support customer queries.
• Deliver personal objectives and participate in conversations with colleagues and managers.
• Maintain and share knowledge of work processes.
• Raise opportunities to improve processes and practices and embrace change.
• Continually develop skills.
• Ensure all open tickets are closed within the agreed timescale.
• Follow the Business Code of Conduct, acting with integrity and due diligence.
• Understand the Core Purpose and role in delivering it.
• Role model Tesco values and lead by example.
• Understand and deliver key metrics and performance measures.
• Deliver relevant critical metrics consistently to agreed quality and reliable service standards.

Requirements & Tech Stack

• Customer Service experience, preferably in written channels.
• Ability to communicate and work in a team environment.

Qualifications

The provided text does not explicitly list formal qualifications.