Associate - Chat Support

Tesco Bengaluru; Bengaluru; Hybrid; INR 320,000 - 520,000; Full time

Benefits offered by this job

Salary framework

Performance Bonus

Leave & Time-off

Insurance

Job summary

Tesco Bengaluru is seeking a customer service professional to handle first-line queries via written channels, delivering tailored solutions with a focus on quality service. You will work in a hybrid model, coordinating with CCEC colleagues, managers and other teams to maintain high standards.

The role emphasizes empathy, clear written English, and efficient query resolution while contributing to process improvements and knowledge sharing.

Qualifications

• Excellent written English communication.
• Experience in customer service or contact-centre settings.
• Ability to work in a team and collaborate across functions.
• Strong empathy and customer focus to resolve queries effectively.
• Ability to analyze and resolve queries with a calm, solution‑oriented approach.

Responsibilities

• Handle first-line customer queries across written channels.
• Resolve tickets within agreed timescales and maintain service quality.
• Collaborate with CCEC, managers, leads and other functions to ensure resolution.
• Continuously share knowledge and look for process improvements.

Skills

Written English (Excellent)

Customer service orientation

Team collaboration

Conflict resolution

Empathy and customer focus

Typing speed and accuracy

MS Outlook/Basic Office

Job description

About the role

Refer to Responsibilities

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

• 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

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

You will need

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-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. 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.

When you join Tesco Bengaluru in this role, you'll be employed by Tesco Bengaluru Private Limited, the Tesco legal entity responsible for your employment.