Associate - Chat Support

Role overview

This position focuses on being the first point of contact for a variety of customer and service-related queries through written communication channels. The role calls for using the right knowledge, tools, and judgment to provide responses that are relevant to each situation, while resolving issues efficiently and delivering a strong customer experience.

What you will be accountable for

• Act with integrity, follow the Business Code of Conduct, and maintain due diligence in day-to-day work.
• Understand the company’s core purpose and contribute to it in your role.
• Demonstrate the organization’s values consistently and set an example through your behavior.
• Support the delivery of key metrics and performance measures.
• Meet all agreed critical metrics while maintaining quality and dependable service standards.
• Manage and resolve first-line queries through written communication channels.
• Handle issues quickly to reduce customer and colleague impact and support strong NPS outcomes.
• Work toward personal objectives and take part actively in regular and structured conversations with your manager and colleagues.
• Keep your process knowledge up to date and share it openly with others.
• Look for opportunities to improve processes and ways of working, and adapt positively to change.
• Continue building your skills so you can perform at a high level in the role.
• Ensure all open tickets are completed within the agreed timeline.
• Be available to work in roster-based shifts to support customer queries.
• Complete tasks and transactions within agreed metrics.
• Use analytical thinking to evaluate solution options and choose the best path forward.

Teams and stakeholders

You will interact with CCEC colleagues, managers, leads, vendors, store colleagues, and teams across other functions and departments.

Required skills and experience

The role calls for strong customer service orientation, preferably in a written support environment. You should be comfortable communicating clearly in English, working well with others, handling conflict, and approaching customers with empathy and focus. Accurate typing and basic Microsoft Office knowledge, including Outlook email, are also important.

Reward and benefits

Tesco offers a market-competitive reward package built around fixed pay, incentives, and benefits, designed to be simple, fair, competitive, and sustainable.

• Fixed pay as per the employment contract.
• Annual performance bonus linked to results.
• 30 days of leave, including 18 days of earned leave and 12 days of casual/sick leave, plus 10 national and festival holidays as per policy.
• Retirement support through statutory benefits and optional programs such as NPS and VPF.
• Medical insurance for colleagues and family members, including dependents such as parents or in-laws.
• Mental wellbeing support through self-help tools, community groups, ally networks, face-to-face counselling, and related resources.
• Financial wellbeing support such as one-to-one financial coaching at discounted rates and salary advances on earned wages upon request.
• A SAYE program that lets colleagues become Tesco shareholders through a structured 3-year savings plan.
• Access to physical wellbeing facilities at the green campus, including a cricket pitch, football field, badminton and volleyball courts, and indoor games.

Inclusion and workplace support

Tesco says inclusion is central to its culture and it works to create a workplace where people are treated fairly, respected, and able to be themselves. The company states that it is a Disability Confident Committed Employer in Bengaluru and welcomes applications from candidates with disabilities. The recruitment process is accessible, and reasonable adjustments can be provided during interviews if needed.

The organization also notes that its hybrid working model allows employees to spend 60% of the week collaborating in person at office locations or local sites, with the remaining time worked remotely. Flexibility is encouraged, and applicants are invited to discuss support needs throughout the hiring process.

Role code

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