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Customer Service Team Leader (maternity cover)

София, Bulgaria Relations Client Temps Complet CDI
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Description de poste

Numéro de l'offre: REF55Q

Date de publication: 22/04/2024

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).

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.