Customer Service Team Leader (IKEA HRAKLEIO STORE)

We have one common vision at IKEA: to help our customers enjoy a better everyday life at home. We take our vision very seriously.

We all choose to work at IKEA because we share the unique company culture and values.

We are passionate about our business and strive for high performance.

We have fun at work and a human approach while performing.

For our new Store in Heraklion, we are looking for:

Customer Service Team Leader (IKEA HRAKLEIO STORE)

(CR_TL 11/24)

Reporting to the Market Operations Manager, you will be responsible and accountable to:

• To ensure that all contact center agents are informed for all commercial activities, routines and updates
• To closely monitor, control and improve all operating costs and KPIs’ related to the area of responsibility
• To implement all the agreed actions set in order to improve the Brand capital, the Pulse CX IKEA Customer Satisfaction Survey & the 4 axes (Safety-Meritocracy-Respect-Development) indices
• Ensure the best possible customer service and have customers in focus as your first priority
• Ensure that all company, legal and health & safety guidelines are followed in all areas of responsibility and at all times
• Controlling, Steering and following up all operating costs and KPIs related to your areas of responsibility
• Select, develop and maintain a motivated team capable of achieving the agreed objectives

The Skills & Qualifications:

• Bachelor, Preferably in Business administration or Finance
• Very good command of the English language
• Very good knowledge of MS Office, especially Excel
• Customer Focus
• Focus on detail, good planning and organizational skills
• Achievement drive, initiative taking and problem solving skills
• Very good communication and interpersonal skills
• Analytical thinking & Synthesis ability
• Ability to work under pressure and strict deadlines

Qualifications considered as an asset:

• Working Knowledge of the Retail Market
• Additional Foreign Languages

The People we seek:

• Lead by example constantly looking for new and better ways forward
• Believe in empowering people, taking ownership, making decisions and following through
• Have a hands on and customer service driven approach.
• Have the courage to question existing solutions and think in unconventional ways
• Have a passion for life at home and retail

What we offer

If you take on this position, these are just a few things you can expect from us:

• An exciting and empowering work environment at one of the leading group of companies in Greece and the Balkans in providing quality consumer durable goods.
• A diverse group of people who value working together
• An open and inclusive culture where you can be yourself
• And as the world’s leader in life at home, you will have exceptional opportunities to grow and develop together with us

IKEA started its operation in Greece through House Market, a member of Fourlis Group of Companies, and operates in Greece 5 Stores (Athens, Thessaloniki, Larissa, and Ioannina), & 2 “New Generation” Stores in Piraeus & The Mall Athens Marousi, 1 Store in Cyprus (Nicosia) & 3 in Bulgaria (Sofia & Varna, Velico Tarnovo). We also operate 8 Pick-Up-Point (Rhodes, Patra, Chania, Heraklion, Alexandroupoli & Kalamata, Burgas & Plovdiv) & 1 Planning Studio in Cyprus (Limassol)

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