About the role

Refer to you will be responsible for section

You will be responsible for :

- Job Summary**: This role is responsible to handle first line contact across a range of queries and service areas via written communication channels, leveraging skills, knowledge and tools

available to provide tailored solutions that meet the needs of individuals I engage with. Handling queries efficiently and providing and a range of solutions to ensure I deliver

the best possible service.

In this job, I am accountable for : Following our Business Code of Conduct and always acting with integrity and due diligence and have these specific risk responsibilities:

- Ensuring I understand our Core Purpose and the role I play in delivering this
- Role modelling the Tesco values and leading by example in what I do and how I behave
- Understanding the part I play in delivering our key metrics and performance measures
- Delivering all relevant critical metrics consistently and to agreed quality and reliable service standards
- Handing and resolving first line contact and queries via written communication channels
- Handling first line contact efficiently, to minimize any impact to customers and colleagues and deliver strong NPS scores
- Delivering my own personal objectives, preparing for and participating fully in everyday and structured conversations with my colleagues and manager
- Knowing and maintaining my knowledge of work processes and sharing that knowledge freely with others
- Using my continuous improvement skills to look for and raise opportunities to improve processes and practices in the business and embrace change
- Continually developing my skills to be the best I can be in my role
- I ensure that all open tickets are closed to agreed timescale




- I am expected to work in roster shifts to support customer queries
- Responsible for completing tasks and transactions within agreed metrics
- Solves problems by analyzing solution alternatives

Key people and teams I work with in and outside of Tesco : People, budgets and other resources I am accountable for in my job : CCEC Colleagues

N/A

Managers

Leads

Vendors

Store colleagues

Other functions/departments

You will need :

- Operational skills relevant for this job : Experience relevant for this job**: 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

CF Standard Role Code :TBS-CCSE-WL10-171

Whats in it for you?

At Tesco, we are committed to providing the best for you.

As a result, our colleagues enjoy a unique, differentiated, market

- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day.

Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits.

Total Rewards offered at Tesco is determined by four principles - easy, fair, competitive, and sustainable.

Salary - Your fixed pay is the guaranteed pay as per your contract of employment.





Performance Bonus - Opportunity to earn additional compensation bonus based on performance, paid annually

Leave & Time-off :

- Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company’s policy.

Making Retirement Tension-FreeSalary - In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF.

Health is Wealth - Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Our medical insurance provides coverage for dependents including parents or in-laws.

Mental Wellbeing - We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents.

Financial Wellbeing - Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request.

Save As You Earn (SAYE) - Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan.

Physical Wellbeing - Our green campus promotes physical wellbeing with facilities that include a cricket pitch, football field, badminton and volleyball courts, along with indoor games, encouraging a healthier lifestyle.

About Us

At Tesco, inclusion is at the heart of everything we do. We believe in treating everyone fairly and with respect, valuing individuality and uniqueness to create a true sense of belonging. Diversity and inclusion are deeply embedded in our values—we treat people how they want to be treated. Ou

📌 Associate - Chat Support (Bengaluru)
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