Head of Customer Service

The Babyshop Group; including Babyshop.com, Lekmer.se, Alexandalexa.com and 13 physical stores in Norway and Sweden is today a leading global omni-channel retailer with a total turnover exceeding SEK 1 billion. We are a young company with high entrepreneurial spirit that are passionate about creating the best buying experience for parents of children 0 – 16 years old under the core values; Own it, Simplify, Lead Not Follow and One Family.

Who are we looking for?

Come help us bring our customer service to the next level. As Head of Customer Service, you will be responsible for delivering WOW service across all channels; social, phone, email, chat (25 colleuges in 6 different languages). We are looking for someone that can lead, inspire and develop a diverse team and culture, with passionate leadership and the ability to communicate and drive a high level of employee engagement.

We are a fast-growing company with global presence that wants to be where our customers are. You will drive customer loyalty and engagement through outstanding service, product knowledge and continuously challenge status-quos, test new strategies and tools to maximize customer experience.

You need the ability to Establish and maintain strong working relationships with cross-functional stakeholders throughout the organization. Additionally, you should have the ability to leverage data to drive performance and process improvements.

The position is based in our warehouse in Torsvik, Jönköping, one of Europe’s most modern e-commerce facilities. Applicants that can commute on a weekly basis can be considered.

Requirements and Qualifications:

• 10+ years working experience, preferably in a customer facing role within the digital space.
• Experience in leading, develop, engage and empower teams in a high growth environment.
• Proven success driving and leading a high performing Operations - continuous improvements customer happiness, cost efficiency projects.
• Should have technological acumen and curiosity to drive improvements through technology
• Experience in cost management, budget setting, call forecasting and KPI management
• Good problem-solving, analytical and Excel skills
• Excellent interpersonal, written and oral communications (Eng & Swe) and organizational skills

Have a look inside our lovely warehouse

https://vimeo.com/219409248

Sounds interesting? Are you the one who can deliver WOW service for our customers and lead and lift our fantastic team, click apply now! Last day to submit your application is 2019-06-30. We review applications continuously so please apply ASAP!