Associate - Chat Support

About the role:

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.

Roles and 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