Senior Customer Service Representative

4 days ago

Bengaluru, Karnataka, India beBeeCustomer Full time ₹ 60,00,000 - ₹ 90,00,000
Job Title:

Sr. Associate Chat Support

About the Role:

You will be responsible for handling first-line contact across various service areas via written communication channels. This involves leveraging your skills, knowledge, and tools to provide tailored solutions that meet the needs of individuals you engage with.

Your goal is to handle queries efficiently and provide a range of solutions to ensure you deliver the best possible service.

Responsibilities:
  • Follow our Business Code of Conduct and always act with integrity and due diligence.
  • Model the Tesco values and lead by example in what you do and how you behave.
  • Understand your part in delivering our key metrics and performance measures.
  • Deliver all relevant critical metrics consistently and to agreed quality and reliable service standards.
  • Handle and resolve first-line contact and queries via written communication channels.
  • Handle first-line contact efficiently, to minimize any impact to customers and colleagues, and deliver strong NPS scores.
  • Deliver your own personal objectives, prepare for and participate fully in everyday and structured conversations with your colleagues and manager.
  • Know and maintain your knowledge of work processes and share that knowledge freely with others.
  • Use your continuous improvement skills to look for and raise opportunities to improve processes and practices in the business and embrace change.
  • Continually develop your skills to be the best you can be in your role.
  • Ensure that all open tickets are closed to agreed timescales.
  • Work in roster shifts to support customer queries.
Requirements:
  • Candidate should have a customer service orientation.
  • Prior experience in customer service, preferably in written channels.
  • Excellent written communication in English.
  • Ability to communicate and work in a team environment.
  • Conflict resolution skills.
  • Empathy and customer focus.
  • Typing speed and accuracy.
  • Basic Microsoft Office, e.g., Outlook email.
Total Rewards:
  • Fixed Pay: Your 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, we enable colleagues to participate in voluntary programmes like NPS and VPF.
  • Health is Wealth: We promote programmes that support a culture of health and wellness, including insurance for colleagues and their family.
  • 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 shareholders through a structured 3-year savings plan.
  • Physical Wellbeing: Our 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.

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