Customer Support Specialist

Summary

From our Head Office to the shop floor and everywhere in between our primary goal is to create and deliver a fantastic customer journey for everyone who shops at Lidl.

With over 7,000 colleagues across our stores, warehouses and offices in Ireland and Northern Ireland we are a big and ambitious team. We know our people are our greatest asset and our success is down to the commitment and dedication of our team.

We are seeking a highly motivated Customer Support Specialist to join our Customer Service team. The Customer Support Specialist will be responsible for managing a large volume of customer contacts across different channels/systems. We are looking for someone who is passionate about ensuring an exceptional customer experience.

What you'll do

• Provide best-in-class customer support via WhatsApp, Facebook Messenger, Telephone & Email on behalf of Lidl Ireland & Northern Ireland
• Manage large amounts of incoming contacts through many channels from Lidl customers. Over 45% of our contacts are answered via social media
• Deliver frontline customer support to maximise customer satisfaction and ensure resolution of enquiries and request for services at the earliest possible opportunity
• Meet KPI's – Follow established procedures for each service request, adhering to Key Performance Indicators (KPI's) Contact volumes, Call Quality and Average Handling Time (AHT)
• Use effective questioning skills to take ownership of customer queries/escalations and liaise with third party service agents in an efficiently & satisfactory manner
• Responsible for resolving customer complaints/claims and ensuring the best possible resolution for both the customer and the company
• Work with various departments, systems, and tools to help advise customers on company information and queries
• Collate and manage customer data and interactions via our internal CRM system Salesforce
• Be an advocate for the Lidl customer and ensure that the customer’s expectations are exceeded with every opportunity

What you'll need

• Highly motivated with a passion for delivering exceptional customer care
• Excellent verbal and written communication skills
• A natural “people person” with the ability to communicate clearly in a positive, friendly & professional way
• Excellent negotiation skills with experience in resolving customer complaints/claims in a friendly and efficient manner
• Ability to work under pressure to achieve targets
• Excellent prioritising & time management skills
• Strong administrative skills with excellent knowledge of MS Office
• Flexible with regard to working times (available for evening and weekend shifts), hardworking and thrive in a challenging environment

What you'll receive

We offer a competitive and transparent salary system, that ensures pay equality across all positions at Lidl 

• €36,500 per annum
• 20 days holidays per annum
• Private employee medical insurance
• Initial training and ongoing development from an experienced team member
• Excellent opportunities for career progression
• Dynamic work environment
• Modern office facility with free parking
• On-site gym and canteen
• Hybrid working model - up to 2 days remote working per week
• Mobile and broadband discounts with Three network

Lidl is an equal opportunities employer. If you have any particular requirements, we will ensure any reasonable accommodations are implemented as part of the recruitment and selection process. We value diversity and inclusion in our workplace and want to ensure that all applicants have the same opportunity regardless of gender, civil status, family status, sexual orientation, age, disability, race, religious belief, political opinion or membership of the traveller community.