Junior Customer Support Specialist

Lidl; Dublin; Híbrido; EUR 33.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private medical insurance

Company pension

Flexible start and finish times

Flex pot allowance

Initial training and development

Leadership Academy

Career progression

Dynamic work environment

Free parking and modern office

On-site gym and canteen

Maternity & Paternity Leave top up

Marriage Leave

Employee Assistance Programme

Hybrid work up to 2 days remote per wk

Mobile and broadband discounts

Descripción de la vacante

Lidl Ireland & Northern Ireland is seeking a Junior Customer Support Specialist to join our award-winning Customer Support Team. You will manage high volumes of customer inquiries across Whatsapp, Messenger, phone and email, delivering frontline support to maximise satisfaction and ensure resolution of enquiries at the earliest possible opportunity.

We value a motivated, people-focused communicator who can work under pressure, meet KPIs and collaborate with multiple departments.

Formación

• Excellent team player with motivation and enthusiasm.
• Excellent verbal and written communication skills.
• People person with clear, positive, professional communication.

Responsabilidades

• Provide best-in-class customer support via Whatsapp, Messenger, Telephone and Email for Lidl Ireland & Northern Ireland.
• Manage large amounts of incoming contacts from Lidl customers.
• Deliver frontline customer support to maximise satisfaction and ensure timely resolution of enquiries.
• Meet KPIs and follow procedures to monitor contact volumes, call quality and average handling time.
• Use effective questioning to own queries/escalations and liaise with third party agents.
• Resolve customer complaints/claims with best possible outcomes for customer and company.
• Collaborate with various departments and systems to assist customers.

Conocimientos

Team player

Verbal communication

Written communication

Negotiation

Work under pressure

Time management

Administrative skills

Herramientas

Salesforce

Descripción del empleo

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 Junior 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. While experience in a Call Centre environment is beneficial it is not essential.

What you'll do

• Provide best-in-class customer support via Whatsapp, Facebook Messenger, Telephone and Email on behalf of Lidl Ireland & Northern Ireland
• Manage large amounts of incoming contacts from Lidl customers
• Deliver frontline customer support to maximise customer satisfaction and ensure resolution of enquiries at the earliest possible opportunity
• Meet KPIs – Follow established procedures for each service request, adhering to Key Performance Indicators (KPIS) such as Contact volumes, Call Quality and (AHT) Average Handling Time
• Use effective questioning skills to take ownership of customer queries/escalations and liaise with third party service agents in an efficient and atisfairy 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
• 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 Google Workspace

What you’ll receive

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

• €33,000 rising to 36,000 after 2 years
• 20 days holidays per annum rising to 25 days after 2 years
• Private employee medical insurance
• Company pension
• Flexible start and finish times
• Unlock a flex pot allowance to spend on a selection of benefits after 6 months of service
• Initial training and on-going development from an experienced team member
• Individuals recognised as high performing will be invited to join our Leadership Academy as part of your on-going development
• Excellent opportunities for career progression
• Dynamic work environment
• Modern office facility with free parking
• On-site gym and canteen
• Maternity & Paternity Leave top up, Marriage Leave, Employee Assistance Programme
• 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.