Junior Customer Support Specialist (12 Month Fixed Term)

Lidl Ireland; Dublin; Hybrid; EUR 33,000 - 36,000; Full time

Benefits offered by this job

Hybrid work model

Private medical insurance

Company pension

On-site gym and canteen

Free parking

Job summary

Lidl Ireland invites applications for a Junior Customer Support Specialist to join our Customer Support Team. You will manage customer queries across WhatsApp, Messenger, telephone and email, helping store an excellent customer journey from head office to store floor.

We value a university student mindset, with a can-do attitude and ability to work around academic schedules. Hybrid work is offered with up to two days remote weekly, plus benefits including healthcare and pension.

Qualifications

• Seeking candidates pursuing a university degree and able to fit work around academic schedule.
• Experience in a Call Centre is beneficial but not essential.
• Demonstrates a proactive, can-do attitude.

Responsibilities

• Provide customer support via Whatsapp, Facebook Messenger, Telephone and Email for Lidl Ireland & Northern Ireland.
• Handle high volume of customer contacts across multiple channels.
• Resolve enquiries promptly to maximise satisfaction and meet KPIs.
• Collaborate with other departments and use Salesforce CRM to manage interactions.

Skills

Team player

Verbal and written communication

People skills

Negotiation skills

Time management

Google Workspace

Education

University degree in progress

Tools

Salesforce

Job description

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 Specialist 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 candidates will be pursuing a university degree and seeking a position that can fit around their existing academic schedule. While experience in a Call Centre environment is beneficial it is not essential. We are seeking individuals who have a “Can do” attitude and “Step in when needed”.

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 atis 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.
• 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

• €33,000 rising to €36,000 after 3 years
• Private employee medical insurance
• Company pension
• Flexible start and finish times
• 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
• Hybrid working model - up to 2 days remote working per week
• Mobile and broadband discounts with Three network
• Maternity & Paternity Leave top up, Marriage Leave, Employee Assistance Programme

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.