Teamleader for Customer Service - Nordic

Babyshop Group is looking for a Teamleader in Customer Service- Nordics. If you are driven by delivering premium service to customers, have excellent listening and communication skills, and thrive in a dynamic environment in which your problem-solving, analytical and proactive nature shines the brightest, this is a great opportunity for you.

About the role:

The Customer Service Department plays a very important role in the Babyshop Group as part of our Commercial team and a link between our customers and the organization. Helping customers receive a great shopping experience, understanding their needs and building a tight relationship with them is a vital part of daily life within the Customer Service department.

In this role you will be the teamleader for our Customer Service team managing customers shopping from the Nordic markets (Sweden, Norway, Denmark and Finland).

The role includes staff responsibility and your initial team will consist of X people.

You will work closely with your team, coordinate the daily operations, monitor your team’s performance, help them develop and achieve their goals. You will, together with your team, find better ways to facilitate the daily workload and exceed customer expectations. You will, simultaneously, work closely with other functions in the organization to stay up to date with changes and ensure a good flow of information.

Some of your responsibilities will be:

• Daily workforce management
• Daily stand-ups and information briefing
• Efficiency and quality related KPI monitoring
• Coaching and case escalations
• Operational floor coach activities
• Monthly 1-1 with respective staff members
• Annual salary revision and performance review
• Responsibility of the Nordic Customer Service team’s eNPS

You will also take active part in cross functional projects on a seasonal basis and continuously work on improving the team’s performance.

Requirements:

• You are fluent in Swedish and English (both speaking and writing). Speaking other Nordic languages is a merit.
• You have proven results and experience (official or unofficial) in initiating and driving change
• You are a natural leader and equipped with outstanding communication skills
• You have solid knowledge of MS Excel
• You are interested in keeping up to date with the market changes and needs
• You are a dependable professional who understands the importance of a well functioning organization and teamwork

The position is on-site, based in Jönköping, Sweden. You will report to our Customer Service Manager.

Start: As soon as possible

Extent: 40h/week, Permanent employment with six months’ probation period

Location: Jönköping, Norra Stigamovägen 4

WHAT’S IN IT FOR YOU?

We are a diverse group of likable, youthful (in age or spirit) people from all over the world that simply love what we do and have a lot of fun. At our workplace, characterized by the belief and values “Lead not follow, Own it, Simplify and One family”, you will collaborate with talented and passionate colleagues across the company, with many opportunities for development and growth.

Are we a good match?

The position is based in our Jönköping and you report to the Customer Service Manager. Sounds interesting? Please click on the “Apply” below to submit your application! The last day to submit is 2022-03-11. We review applications continuously but will stop once we found our perfect match - so don't wait too long!

For further questions, please contact Tess Holm, Customer Service Manager, terese.holm@babyshop.se.