Customer Service Team Leader (maternity cover)

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.

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).

• 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.