Team Leader – Customer Service & Inbound

Team Leader – Customer Service & Inbound Purpose / Main Mission

The Inbound/SEB Team Leader manages, evaluates, develops, and leads one of the customer service and administration (CS&A) teams at FL to ensure that the organization's customer service and administration strategy is implemented and executed effectively, consistently, and in accordance with established guidelines and budgets. The CS&A Team Leader executes customer-centricity within their team, develops their team, and ensures operational excellence.

Your Role

As a Team Leader at KONE, you will:

• Manage the daily performance of your team (approximately 14 people), develop their skills, set objectives, and evaluate them.
• Ensure new operators are properly trained before handling customer calls.
• Monitor the achievement of set objectives (service quality, speech quality, task completion).
• Audit operator recordings to ensure compliance with expected standards.
• Ensure processes are followed according to Group-defined rules.
• Facilitate information sharing and create a collaborative work environment.
• Use customer service data to propose ideas for improving the customer experience.
• Ensure team compliance with company policies.
• Manage team operations within budget.
• Implement and ensure the proper functioning of new tools/processes/systems.
• Achieve performance objectives (e.g., queries resolved within 24 hours, backlog management).
• Act as the primary contact for regions regarding contract life, contract billing issuance, and contract & repair disputes (FLF, PSR, and TRB Light).
• Animate regions (DRS/DRV) on financial topics: BLOCK CODE + DISPUTES.
• Ensure good collaboration between regional sales teams and Managers.

People Management

• Set objectives and conduct Personal Development Plans (PDPs) and Individual Development Plans (IDPs) for team members.
• Drive skill 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. English is a plus.
• 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!

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 co-workers 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.

Read more on https://kone.com/global/en/careers.html