Specialist customer care Huizen (32-40 hours)

An independent and responsible role within an enthusiastic team, where you can help build an even more professional department. We provide a varied induction program in which we truly let you get to know our organization, processes, culture, and people. Furthermore, you can count on:

• Laptop and pension scheme. 
• The opportunity to take our contact center to the next level. 
• A salary starting from € 3,546 gross per month based on 40 hours, whereby your expertise and experience determine your final entry level. 
• 24 vacation days and 3 ADV days based on full-time employment. 
• Attention to your health and development: free fruit, training, and various forms of coaching.
• Lunch at a Lidl price in our company restaurant.
• The possibility to work partly from home.

The salary starts from € 3,546 gross per month based on 40 hours.

Your expertise and experience determine how high you ultimately enter.

Is service orientation in your DNA and are you a go-getter? Do you know how to maintain overview and calm in stressful situations? Then we are looking for you!

The Customer Care team at the head office in Huizen helps store and webshop customers get moving quickly every day via telephone, chat, WhatsApp, email, and app reviews. And we do this well! We score far above average on our Customer Satisfaction.

Every customer inquiry yields valuable information. Our team of specialists dives into analyzing these contacts daily to identify bottlenecks, optimize service, and prevent unnecessary customer inquiries. Together with the team leaders, they communicate directly with our national and international colleagues, supported by smart systems and automation.

In addition to process innovation, our specialists make the translation to the shop floor. They streamline processes, offer clear instructions and training, and safeguard quality via quality monitoring. This gives customer advisors all the space to grow. Additionally, the specialists themselves roll up their sleeves by handling escalated files decisively, efficiently, and of course, in a customer-friendly manner.

Furthermore, the specialists have daily leadership over the operation. In doing so, they steer strictly on turnaround times, quality, and the agreed KPIs. By working closely with both their own customer advisors and the external contact center, they maintain the overview and everything runs smoothly. Your responsibilities:

• Acting as a point of contact for the (international) organization regarding specific issues (such as online purchases or defective items) AND as a knowledge base for direct colleagues.
• Monitoring the daily workload in the department, ensuring an optimal distribution of work, and steering towards the achievement of the KPIs.
• Supporting the Customer Care team and carefully handling complicated questions and complaints for maximum customer satisfaction.
• Managing specific areas of responsibility, preparing reports, and continuously searching for process improvements together with the team leader.
• Acting as the first point of contact for the organization regarding emergency procedures concerning health or safety risks.
• Acting as the operational deputy for your team leader.

You let your actions be guided by customer satisfaction and you communicate clearly and concisely. You are a true go-getter who works in a result-oriented and efficient manner and honors agreements. As a goal-oriented and methodical professional, you monitor deadlines and work in a structured manner; you have your affairs well in order. You are stress-resistant and know how to keep a cool head in unexpected situations, allowing you to find the right solution, even then. Furthermore, you are empathetic, which makes you a pleasant and understanding point of contact for both colleagues and customers. 

As the largest supermarket chain in Europe, we are active in 31 countries. In the Netherlands, we have more than 21,000 employees in 440 branches. The customer is central to us and we have an eye for sustainability, for example by including more and more organic, animal-friendly, and sustainable products in our assortment and through the construction of the most sustainable distribution centers in the Netherlands. That commitment also extends to our employees. Lidl ensures a healthy work-life balance, sufficient growth and development opportunities, and of course the right reward. In addition, diversity and inclusion are high on the agenda at Lidl, so that everyone gets equal opportunities. Together we make Lidl! #teamlidl

If interested, we ask you to apply exclusively via the ‘Apply directly’ button. Applications per email will not be processed due to privacy guidelines. For substantive questions about the vacancy, you can contact our recruiter Maryam Oosterbroek via maryam.oosterbroek@lidl.nl.