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 part time 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 & 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 & 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 KPI's – Follow established procedures for each service request, adhering to Key Performance Indicators (KPIS) 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 & 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 & 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 & time management skills
• Strong administrative skills with excellent knowledge of MS Office
• Flexible with regards to working times (available for evening and weekend shifts)
• Keen to establish themselves within a high performing culture while also pursuing their academic qualifications
• Eager to acquire new demonstratable skills & achievements that will aid their future personal and professional development opportunities

What you'll receive

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

• €17.99 per hour & contracted hours to match your circumstances
• 10-13 hours per week
• Working from home / remote working - available upon completion of training
• 20 days paid holiday per annum pro rata
• Additional seasonal / holiday cover hours available upon mutual agreement between employees & line managers
• Initial training and on-going development from an experienced team member
• Excellent full time / training programme / career progression opportunities available
• Access to all internal learning & development opportunities
• Dynamic work environment
• Modern office facility with free parking & subsidised canteen
• Free on-site gym

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.