Team Leader Customer Service Inbound KONE
Team Leader Customer Service Inbound KONE
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Job Description
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 interactionsInbound handles firstcontact calls from clients and prospects while Customer Service Admin manages contractrelated inquiries disputes and payment issues.
Ensure smooth case handling aiming for firstcontact 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 teams 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 followups.
Enhance the customer experience by driving a customercentric approach within the team.
What You Bring
Proven leadership experienceyou know how to guide support and inspire a team.
Fluency in Dutch and Frenchboth languages are essential for this role.
Technical expertiseexperience with SAP Salesforce and strong general IT skills.
Multitasking skillsyou can manage priorities effectively in a fastpaced environment.
Changeready mindsetyou embrace transformation and drive continuous improvement.
Why Join KONE
Brusselsbased 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!
#Hiring #KONE #TeamLeader #CustomerService #Brussels #Leadership #CareerOpportunity
At KONE we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where coworkers trust and respect each other and good performance is recognized. In being a great place to work we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Employment Type
Full-Time
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