Team Leader – Customer Service & Inbound | KONE | Brussels
KONE is looking for a Team Leader to oversee and unify two key customer service teams: Inbound Support and Customer Service Admin. This is a great opportunity for a strong leader who thrives in a dynamic environment and is ready to drive change .
Your Role
As a Team Leader at KONE, you will:
✅ Lead and support the newly merged team, ensuring efficiency and engagement.
✅ Oversee customer interactions —Inbound handles first-contact calls from clients and prospects, while Customer Service Admin manages contract-related inquiries, disputes, and payment issues.
✅ Ensure smooth case handling, aiming for first-contact resolution and proper internal escalation when needed.
✅ Collaborate across departments, improving coordination between teams.
✅ Analyze and enhance procedures, identifying areas for efficiency gains.
✅ Take initiative and drive innovation, proposing solutions that improve service and workflow.
✅ Monitor and lead team performance, ensuring KPI and SLA adherence.
✅ Use customer service data to identify areas for service improvement.
✅ Ensure compliance with company policies and global processes.
✅ Manage the team's operations within budget while ensuring efficiency.
✅ Implement and oversee new tools, processes, and systems to optimize team performance.
People Management
🔹 Set targets and conduct Personal Development Plans (PDPs) & Individual Development Plans (IDPs) for team members.
🔹 Drive competence development, ensuring continuous skill upgrades.
🔹 Create a collaborative environment that encourages information sharing and teamwork.
🔹 Ensure the hiring, onboarding, and training of competent new team members.
🔹 Foster a positive work culture to boost employee engagement.
Customer Management
📞 Ensure efficient complaint handling, guaranteeing prompt responses and follow-ups.
📞 Enhance the customer experience by driving a customer-centric approach within the team.
What You Bring
🔹 Proven leadership experience —you know how to guide, support, and inspire a team.
🔹 Fluency in Dutch and French —both languages are essential for this role.
🔹 Technical expertise —experience with SAP, Salesforce, and strong general IT skills.
🔹 Multitasking skills —you can manage priorities effectively in a fast-paced environment.
🔹 Change-ready mindset —you embrace transformation and drive continuous improvement.
Why Join KONE?
🏢 Brussels-based role, in a centrally located and easily accessible office.
🌍 A key position within a global leader in innovative solutions .
📈 The opportunity to shape and develop a new, unified team .
💰 A competitive salary package with attractive benefits .
💡 Ready to lead and make an impact? Join KONE today!
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