Associate - CEC Operations

Tesco Business Solutions; Bengaluru; On-site; INR 350,000 - 600,000; Full time

Benefits offered by this job

Performance Bonus

30 days leave

Health insurance

Mental health support

Financial coaching

Mental wellbeing support

Job summary

A leading retail solutions provider in Bengaluru is seeking individuals to support colleagues in the UK and Ireland by resolving issues efficiently. This role involves identifying operational improvements, maintaining user satisfaction, and working in UK shifts. Essential skills include proficiency in MS Office and strong attention to detail. Competitive rewards package includes performance bonuses, health and wellness programs, and a supportive work environment.

Qualifications

• Proficiency in Microsoft Office Suite.
• Strong attention to detail and logical thinking.
• Fluent in English, both written and spoken.

Responsibilities

• Resolve user queries in a timely manner with precision.
• Identify operational improvements using CI tools.
• Maintain user satisfaction while handling queries.
• Resolve user queries in a timely manner with attention to detail.
• Work in UK shifts and weekend rotations.
• Handle voice and ticket contacts.
• Ensure queries are understood correctly and resolved effectively.
• Be proactive and collaborate with multiple teams to resolve queries.
• Identify opportunities to improve controls and financial benefits.

Skills

Basic MS Office

Speed and Accuracy

Active Listening

English Speaking

Reading and Writing

Logical Thinking

Attention to Detail

Planning and Organising

Basic Numeracy Skills

Job description

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About the role

I provide support to colleagues in the UK and Ireland by understanding their reported issue, troubleshooting and ensuring I use my skills and knowledge to resolve the issue in the most efficient manner, delivering great service.

You will be responsible for

• Following our Business Code of Conduct and always acting with integrity and due diligence
• Identifying operational improvements and finding solutions by applying CI tools and techniques
• Responsible for completing tasks and transactions within agreed KPI's
• Knows and applies fundamental work theories/concepts/processes in own areas of work
• Resolving user queries in a timely manner and have attention to detail to identify issues
• Need to work in UK shifts and weekend working
• Responsible for voice and ticket contact
• Should have attention to detail to be able to clearly understand what query is being raised and therefore ensure that it is addressed effectively
• Should have speed in terms of handling large volumes of queries and ensure these are closed within agreed SLA
• Ensure that the query / issue is understood correctly "the first time" round and therefore, resolution should be accurate and address the query / issue adequately
• Should be pro‑active and resilient in order to work with all the various teams involved in resolving the queries
• Find opportunities for improving controls, recognising financial benefits
• Ability to work as a great teammate across multiple teams and close user queries in a timely manner, ensuring user satisfaction is maintained at all times

You will need

• Basic MS Office – Excel, Speed and Accuracy, Active Listening, English Speaking, Reading and Writing, Logical Thinking, Eye to detail, Planning and Organising, Basic numeracy skills

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 - simple, 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‑Free Salary - In addition to Statutory retirement benefits, 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

Tesco in Bengaluru is a multi‑disciplinary team serving our customers, communities, and planet a little better every day across markets. Our goal is to create a sustainable competitive advantage for Tesco by standardising processes, delivering cost savings, enabling agility through technological solutions, and empowering our colleagues to do even more for our customers. With cross‑functional expertise, a wide network of teams, and strong governance, we reduce complexity, thereby offering high‑quality services for our customers.

Tesco in Bengaluru, established in 2004 to enable standardisation and build centralised capabilities and competencies, makes the experience better for our millions of customers worldwide and simpler for over 3,30,000 colleagues.

Tesco Business Solutions: Established in 2017, Tesco Business Solutions (TBS) has evolved from a single entity traditional shared services in Bengaluru, India (from 2004) to a global, purpose‑driven solutions‑focused organisation. TBS is committed to driving scale at speed and delivering value to the Tesco Group through the power of decision science. With over 4,400 highly skilled colleagues globally, TBS supports markets and business units across four locations in the UK, India, Hungary, and the Republic of Ireland. The organisation underpins everything that the Tesco Group does, bringing innovation, a solutions mindset, and agility to its operations and support functions, building winning partnerships across the business. TBS's focus is on adding value and creating impactful outcomes that shape the future of the business. TBS creates a sustainable competitive advantage for the Tesco Group by becoming the partner of choice for talent, transformation, and value creation.

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