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 Customer Support Specialists to join our award-winning Customer Support Team. Customer Support Specialists are responsible for managing a large volume of customer contacts across multiple different channels and systems. The ideal candidate will be highly detailed, a skilled communicator and have a keen interest in social media. While experience in a call entre environment is beneficial it is not essential. We are seeking individuals who have a “can do” and “step in when needed” attitude.

What you'll do

• Provide best-in-class customer support via Whatsapp, Facebook, Instagram, X, telephone and email on behalf of Lidl Ireland & Northern Ireland
• Monitor and engage with social conversation around the Lidl brand, providing timely and accurate feedback to customer queries in line with defined SLAs
• Responsible for carrying out scheduled social media platform reviews, in addition to reporting and escalating to a diverse group of stakeholders
• Deliver frontline customer support to maximise customer satisfaction and ensure resolution of enquiries at the earliest possible opportunity
• Meet KPI's – Follow established procedures for each service request, adhering to key performance indicators (KPI's), contact volumes, interaction 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 efficient and satisfactory manner
• Responsible for resolving customer complaints/claims and ensuring the best possible resolution for both the customer and the company
• Collate and manage customer data and interactions using our internal CRM system Salesforce
• Be an advocate for the Lidl customer and ensure that the customer’s expectations are exceeded at every opportunity

What you'll need

• An excellent team player who is highly motivated and enthusiastic
• Excellent verbal and written communication skills
• A natural “people person” with the ability to communicate clearly in a positive, friendly and professional manner
• Excellent negotiation skills with a desire to resolve customer complaints/claims in a friendly and efficient manner
• Ability to work under pressure, maintain excellent attention to detail while also achieving targets
• Excellent prioritising and time management skills
• Strong administrative skills with excellent knowledge of MS Office
• Core working hours will include weekends, evenings, and bank holidays. 
• Keen to establish themselves within a high performing culture
• Eager to acquire new skills & achievements that will aid their future personal and professional development opportunities

What you'll receive

Through our salary system, we ensure pay equality across all positions at Lidl

• €35,500 per annum pro rata
• 20 days holidays per annum pro rata
• Private employee medical insurance
• Company pension after one year of service
• Initial training and ongoing development from an experienced team member
• Excellent opportunities for career progression
• Individuals recognised as high performing will be invited to join our Leadership Academy as part of your on-going development
• Dynamic work environment
• Modern office facility with free parking
• On-site gym and canteen
• 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.