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)