[HOME] Customer Service Leader

CUSTOMER: 

• Ensures customer service co-workers have the knowledge, confidence and empowerment to make decisions that have a great customer experience outcome. 

• Monitors checkout area, wait times, processes, and guidelines, and develops actions to improve customer experience. 

• Builds emotional connections through meaningful and empathetic interactions with customers; setting the example and coaching others on how to do the same. 

• Monitors performance against agreed goals, adapting and taking action when required and analyzing customer concerns, KPI’s and root cause analysis to make future improvements.

PEOPLE: 

• Leads and provides coaching to the co-workers on the shop floor to secure a consistent customer experience and operation in the checkout area. 

• Implements working routines, competence development. 

• Hires, on boards and trains Customer Service Co-worker 

• Directs the overall selection, onboarding, development of co-workers. Creates individual development plans, manages resource planning, co-worker relations issues and performance, and delegates responsibilities. 

• Ensures co-workers' competence on system knowledge keeps the work areas efficiently equipped and effectively covered at all times during open hours and secures correct level of systems access related to Services. 

• Identifies successor and creates as well as secures necessary training. 

• Partners with Financial Controller & Fast team to ensure adherence to policies regarding cash handling, inventory, safety and internal audit standards. 

• You supervise cashiers’ supervisor routines and ensure smooth and safe operations of cash office 

• Ensure that cash office is being operated in safe and secure manners 

ESSENTIAL: 

• Sound understanding of business and a background gained from working in a customer-focused, fast-paced and multichannel retail environment.  

• Experienced in creating and implementing mid-term plans, setting budgets and following up goals.  

• Proven experience of being a valuable contributor to customer satisfaction and business unit results.  

• Self-reliant and motivated with a proven ability to work as part of a team as well as independently.  

• Self-confident and assertive with the ability to influence through the use of customer insights.  

• Experienced in problem-solving and conflict-management. 

• Proven record/experience of developing people and organizations. 

• Strong organizational skills and an ability to prioritize.  

• Ability to communicate confidently and clearly in the local language(s) and English.  

• Good analytical skills 

THE VALUE 

• Live the values and nurture a strong and living culture that inspires extraordinary achievements in the store and in the team