Senior Customer Support Specialist - Hybrid Escalations

Lidl Ireland; Dublin; Hybrid; EUR 38,000 - 51,000; Full time

Benefits offered by this job

Private employee medical insurance

Company pension

Hybrid working model

Job summary

Lidl Ireland is seeking a Senior Customer Support Specialist to manage the most complex and sensitive customer cases across all channels, acting as a specialist escalation point. You’ll handle high-priority complaints, after-sales issues, and supplier or cross-department cases, using strong analytical and communication skills to drive positive outcomes.

You will combine expertise in objection handling with customer advocacy to identify trends and implement process improvements that enhance

Qualifications

• Minimum 2-3 years in a high-intensity customer service role, with at least 1 year experience of handling formal escalations or claims.
• Outstanding communication skills, both written and verbal, with the ability to simplify complex issues.
• Proven experience handling escalated complaints, claims, and after-sales cases with professionalism and confidence.
• Strong negotiation and problem-solving abilities, especially in high-emotionally charged situations.

Responsibilities

• Manage complex complaint cases across all channels, including WhatsApp, Facebook Messenger, Email, and Telephone
• Manage after-sales management cases, liaising with suppliers and internal departments to secure fast, effective resolutions
• Demonstrate expert-level objection handling over the phone, resolving escalated issues with confidence, empathy, and professionalism
• Produce high-quality written responses that are comprehensive, accurate, and aligned with Lidl’s tone of voice
• Turn dissatisfied customers into brand advocates by delivering exceptional service and clear, solution-focused communication
• Handle high volumes of customer contacts while maintaining exceptional quality standards
• Meet and exceed KPIs across quality, handling time, productivity, and customer satisfaction
• Take full ownership of complex queries, coordinating with third-party agents and internal stakeholders to deliver timely outcomes
• Use internal systems, including Salesforce CRM, to document cases thoroughly and maintain accurate customer records
• Analyse customer data to identify recurring issues, trends, and opportunities for process or experience improvements
• Act as a champion for customer needs, ensuring insights are shared with the wider business to drive continuous improvement
• Consistently deliver service that exceeds expectations and reinforces customer trust in the Lidl brand
• Acts as a subject matter expert, providing guidance and coaching to junior team members on difficult cases

Skills

Customer service

Communication

Negotiation

Problem solving

Time management

Google Workspace

Adaptability

Multitasking

Escalation handling

Tools

Salesforce CRM

Job description

Lidl Ireland is seeking a Senior Customer Support Specialist to manage the most complex and sensitive customer cases across all channels, acting as a specialist escalation point. You’ll handle high-priority complaints, after-sales issues, and supplier or cross-department cases, using strong analytical and communication skills to drive positive outcomes.

You will combine expertise in objection handling with customer advocacy to identify trends and implement process improvements that enhance