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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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 www.kone.com/careers
How we hire
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