Associate - Chat Support

Tesco India; Bengaluru; Hybrid; INR 300,000 - 600,000; Full time

Job summary

Tesco Bengaluru is seeking a customer service associate to handle first-line inquiries through written channels, delivering tailored solutions and maintaining high service standards.

The role emphasizes empathy, quick response, and the ability to work collaboratively within a team while supporting our critical metrics and NPS targets. A hybrid work model with office and remote collaboration is available.

Qualifications

• Customer service orientation.
• Written-channel customer service is preferred.
• Excellent written English communication.
• Ability to work in a team environment and communicate effectively.
• Conflict resolution skills.

Responsibilities

• Handle first line contact across queries via written channels and provide tailored solutions.
• Close tickets within agreed timescales and maintain service standards.
• Support continuous improvement of processes to enhance customer experience.
• Be flexible with roster shifts to cover customer queries.

Skills

Customer service

Written communication

Typing speed

MS Office (Outlook)

Tools

Outlook

Job description

Refer to you will be responsible for section

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

Operational skills 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

Experience relevant for this job:

• Empathy and customer focus
• Typing speed and accuracy
• Basic Microsoft Office e.g. Outlook email

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

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. Our goal is for all colleagues to feel they can be themselves at work, and we are committed to helping them thrive. Across the Tesco group, we are building an inclusive workplace that actively celebrates the cultures, personalities, and preferences of our colleagues, who in turn contribute to the success of our business and reflect the diversity of the communities we serve.

At Tesco Bengaluru, we are proud to be a Disability Confident Committed Employer, highlighting our commitment to creating a supportive environment for individuals with disabilities. We are dedicated to offering equal opportunities for all candidates and encourage applicants with disabilities to apply. Our recruitment process is fully accessible, and we are happy to provide reasonable adjustments during interviews. If you need any accommodations to participate in the recruitment process, please let us know. We are here to ensure that everyone has the chance to succeed.

We also believe in fostering a work environment where you can excel both professionally and personally. Our hybrid model allows you to work flexibly—spend 60% of your week collaborating in person with colleagues at our office locations or local sites, and the rest of the time working remotely. We understand that everyone’s life journey is unique, whether you are starting your career, pursuing passions, or navigating life changes, and we are here to support you. Flexibility is a core part of our culture, and we encourage open conversations about how we can best accommodate your needs, so talk to us throughout your application process on the support required.