Skip to main content

Customer Service Team Leader (maternity cover)

Sofia - Explore location Customer Relations Full Time

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.


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.

Get job alerts

Are you still curious about finding new ways of working? Create a custom job alert with just a few clicks and receive our latest job opportunities straight to your inbox!

Interested InSelect a job category from the list of options. Search for a location and select one from the list of suggestions. Finally, click “Add” to create your job alert.