Associate - Chat Support

Job highlights

• I am expected to work in roster shifts to support customer queries.
• Customer Service preferably in written channel.
• Experience relevant for this job

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.

Responsibilities

• 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:

• CCEC Colleagues

• N/A

• Managers

• Leads

• Vendors

• Store colleagues

• Other functions/departments

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
• Basic Microsoft Office e.g. Outlook email

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.