About the role We are seeking a detail-oriented and customer-focused Associate to join our Query Management Team. This role is ideal for someone who thrives in a fast-paced environment, is eager to learn, and is committed to providing timely, accurate, and high-quality support to internal stakeholders. You will be responsible for resolving queries efficiently while meeting key What is 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. You will be responsible for Act as the primary contact for resolving queries via ticketing systems .
Acknowledge and respond to all incoming queries within defined SLAs (e.g., First Response Time 2 hours).
Ensure accurate, complete, and timely resolution of tickets, aiming for first-time resolution.
Adhere to standard operating procedures (SOPs) and internal guidelines while handling queries.
Ensure all process changes are understood, implemented, and reflected in responses.
Track and update case status regularly to ensure visibility and traceability.
Instrumental in driving SLAs and KPIs for the team in line with Business objectives, periodically review them and provide
feedback/ suggestions on improving or simplifing process.
Role modelling the Tesco values and leading by example in what I do and how I behave.
Escalate complex queries to appropriate teams or subject matter experts in a timely manner.
Participate in knowledge-sharing and team huddles to stay updated on policies and changes.
Cross-train across functions to support multi-skilling and business continuity. You will need Ticketing System Proficiency
Experience in coordinating with multiple stake holders
Query Categorization & Prioritization
Experience in delivery of change projects
First-Time Resolution (FTR)
Experience working with Legal & Information security,
Customer service orientation
compliance teams preferred
Proficient in Microsoft Office
Excellent verbal and written communication in English 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.
Acknowledge and respond to all incoming queries within defined SLAs (e.g., First Response Time 2 hours).
Ensure accurate, complete, and timely resolution of tickets, aiming for first-time resolution.
Adhere to standard operating procedures (SOPs) and internal guidelines while handling queries.
Ensure all process changes are understood, implemented, and reflected in responses.
Track and update case status regularly to ensure visibility and traceability.
Instrumental in driving SLAs and KPIs for the team in line with Business objectives, periodically review them and provide
feedback/ suggestions on improving or simplifing process.
Role modelling the Tesco values and leading by example in what I do and how I behave.
Escalate complex queries to appropriate teams or subject matter experts in a timely manner.
Participate in knowledge-sharing and team huddles to stay updated on policies and changes.
Cross-train across functions to support multi-skilling and business continuity. You will need Ticketing System Proficiency
Experience in coordinating with multiple stake holders
Query Categorization & Prioritization
Experience in delivery of change projects
First-Time Resolution (FTR)
Experience working with Legal & Information security,
Customer service orientation
compliance teams preferred
Proficient in Microsoft Office
Excellent verbal and written communication in English 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.