Customer Service Team Leader

Customer Service Team Leader

JYSK has expanded from a single store in Denmark in 1979 to 3000 stores worldwide today. To ensure growth in the future, we need the best employees.

Grip this fantastic opportunity to become a part of JYSK. If you show commitment, you will meet opportunities.

We are looking for an enthusiastic and experienced Customer Service Team Leader for our dynamic team in Oslo, Norway. This is a temporary position with the possibility of permanent employment, and for the right candidate, it can also open the door to a thrilling role as an assistant store manager in one of our stores in Oslo.

• Lead and guide a team of 6-10 customer service employees, and promote a positive and productive work environment
• Monitor the daily operations of the customer service department and ensure the effective handling of customer inquiries through various channels (phone, email, chat, and social media)
• Develop and implement strategies to improve customer satisfaction and team performance
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement action plans
• Collaborate with other departments to resolve complex customer issues and improve the overall customer experience
• Conduct regular performance evaluations and provide constructive feedback to team members
• Identify training needs and organize competency development sessions for the team
• Manage staff scheduling to ensure optimal coverage during peak times
• Handle escalated customer complaints and work towards satisfactory solutions
• Contribute to the development of customer service guidelines and procedures
• Participate in cross-functional projects to improve customer service processes and systems

Qualifications:

• Documentable experience (3+ years) in a leadership role within customer service
• Demonstrated ability to lead, coach, and motivate a team to achieve their goals
• Strong communication and interpersonal skills, with fluent Norwegian and English
• Excellent problem-solving and decision-making skills
• Experience with performance management and conflict resolution
• Proficiency in Microsoft Office suite and customer service software
• Ability to analyze data and generate actionable insights from customer service metrics
• Strong organizational skills with the ability to prioritize tasks effectively
• Adaptability to changes and willingness to learn new systems and technologies
• Bachelor’s degree in business, communication, or a related field (preferred)
• Knowledge of best practices for customer service and industry trends
• Experience with CRM systems and call center technology
• Ability to work flexible hours, including weekends and holidays as needed

Customer service center opening hours are from Monday to Friday 08.00-18.00, and 10.00 to 16.00 on Saturdays. You will work in the same shifts as the team. You will be located at our main office in Oslo.

Questions regarding the position should be directed to Customer Service Manager Waheed Hakimi at phone number 94 81 80 19.

Submit your CV and application if you believe you are a good fit for us, and we for you.

Please note that we screen applications continuously and will complete the recruitment process as soon as we find the right fit for us and you have found us.

In connection with a possible interview, you will receive a behavior analysis and cognitive mapping. We use this to prepare the interview for the best outcome for both you and us. The results are not decisive for your potential employment.