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 atisfactory 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.
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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.
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What you'll receive

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