Customer Service Team Leader (maternity cover)

Job description

Main tasks and responsibilities:

·  Overall responsibility to create and manage continuous and enjoyable shopping experience for all customers by leading and coordinating various sub-departments;
·  Monitor whether employees offer excellent customer service and take appropriate actions in order to improve their performance;
·  Provide adequate and timely solutions to customer inquiries, ensuring the highest possible level of service, according to IKEA corporate standards
·  Control and monitor all operating costs and KPI`s and implement actions in order to improve them;
·  Identify areas of improvement in all levels of customer service, based on analysis and customers feedback and implementing the needed measures;
·  Organize and coordinate family-friendly activities in the IKEA shop;
·  Ensure the smooth return and exchange process for purchases made in the IKEA shop in Sofia and to guarantee it is conducted in accordance with corporate standards and policies;
·  Responsible for the management and development of a motivated team with a high level of performance.
Qualification

Professional knowledge, skills and competences:

·  At least 3 years of managerial experience with Customer Relations focus,
·  Excellent knowledge of the retail sector,
·  Outstanding customer orientation and a continuous drive for results;
·  Very good communication skills and team-oriented personality;
·  Ability to build effective and successful teams;
·  Achievement drive, initiative-taking, and problem-solving skills;
·  Good planning and prioritizing skills;
·  Ability to work under pressure and tight deadlines;
·  Very good knowledge in MS Office;
·  Fluency in English (min. B2 according to the European language framework).
More Information

· 
We offer

·  Work on schedule at 8-hour day;
·  Opportunities for development in one of the most successful retail companies worldwide;
·  Initial training;
·  Highly professional and fast working environment.

Family benefits

·  Voucher for birth of a child – 100 BGN; 
·  Voucher for marriage - 240 BGN; 
·  Voucher for child with excellent grades in school – 160 BGN; 
·  Voucher for a newly admitted student in university /child of our employee/– 320 BGN .                                                           

Additional benefits

·  Discount in IKEA 15% and Intersport 20% 
·  Food vouchers – 60 BGN;   
·  Annual bonus, based on the store’s achievements; 
·  Additional health insurance; 
·  Preferential prices at the restaurant for employees; 
·  Access to a doctor, located in the store, one per week; 
·  Christmas gift vouchers – 100 BGN; 
·  Holiday vouchers from internal initiatives. 

The CV should be only in English. Applications will be processed in confidentiality.