Customer Service and Administration Team Leader

Axis Group; Brussel; Sur place; EUR 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Attractive benefits

Stable work environment

Strong social mission

Résumé du poste

Axis Group is seeking a Customer Service and Administration Team Leader in Brussels. You will organize communication and service delivery, coach your team, and ensure quality and customer satisfaction while leveraging payroll and HR experience.

You will drive digital improvements, oversee AI-driven responses, and mentor case managers to excel in a dynamic environment. Collaboration with multiple departments and a strong focus on process optimization are key.

Qualifications

• Experience in payroll administration, social affairs, or handling complex cases.
• Interest in digitization, artificial intelligence, and process improvement.
• Excellent organizational and coordination skills.
• Fluent communication in Dutch and French.

Responsabilités

• Efficiently manage the email inbox and handle first-line customer contact.
• Coordinate staff availability, on-call shifts, and task assignment within the team.
• Coach, support, and train case managers to improve performance and service quality.
• Monitor quality, response times and maintain a customer-focused approach.
• Report to management on issues, feedback, and commonly asked questions.
• Lead the implementation, training and further development of the AI tool.
• Oversee automated responses and ensure their quality.
• Identify and propose training programs and promote knowledge sharing.
• Build knowledge base on sector-specific topics such as year-end bonuses and union matters.
• Contribute to process improvements, communication, and service delivery.

Connaissances

Leadership

Payroll administration

HR processes

Digital improvements

AI tools

Organizational skills

Bilingual Dutch/French

Mentoring

Regulations knowledge

Communication

Outils

AI tools

Payroll software

Description du poste

Are you a natural leader with a passion for customer-focused service? As a Customer Service and Administration Team Leader, you’ll be responsible for efficiently organizing communication and service delivery. You’ll coach and support your team while ensuring quality and customer satisfaction. With your experience in payroll and human resources, you’re the ideal link between strategy and execution. Do you want to make a real impact in a dynamic environment? Step into this crucial role where you’ll work on digital improvements and process optimization.

• You will efficiently manage the email inbox;
• You will handle phone calls, reception duties, and first-line customer contact;
• You will schedule staff availability, on-call shifts, and assign tasks within the team;
• You ensure quality, response times, and a customer-focused approach in all communications;
• You coach, support, and train case managers in their duties;
• You report to management on issues, feedback, and frequently asked questions from the industry;
• You follow up on problem cases and escalates them to other departments when necessary;
• You are committed to the implementation, training, and further development of the existing AI tool;
• You oversee automated responses and ensure their quality;
• You make proposals for training programs and encourage knowledge sharing within the team;
• You build a broad knowledge base regarding year-end bonuses, union dues, union education, pre-financing, and other sector-specific tasks;
• You contribute to improving procedures, communication, and service delivery;
• You provide insight into the department’s hiring needs and participate in the selection of new employees.

• Has demonstrable experience in payroll administration, social affairs, or handling complex cases;
• Has a genuine interest in digitization, artificial intelligence, and process improvement;
• Possesses excellent organizational skills;
• Communicates fluently and clearly in both Dutch and French;
• Has a keen eye for quality, structure, and customer-focused service;
• Demonstrates maturity in mentoring employees and properly escalating complex cases;
• Is motivated to gain in-depth insight into relevant laws and regulations within the sector;
• Has a customer-focused attitude but knows where to draw the line;
• Is organized and remains calm under pressure;
• Enjoys a practical, hands-on approach;
• Is diplomatic when dealing with various parties;
• Takes a critical look at processes without disrupting their operation;
• Is skilled at setting priorities and tackles tasks in a goal-oriented manner.

• A crucial role in the further development and optimization of our services;
• A position in which you have a noticeable impact on the industry, our employees, and internal processes;
• The opportunity to make improvements to processes, communication, and digital support;
• Collaboration with experienced professionals in the administration, legal, IT, and accounting departments;
• A stable work environment with a strong social mission;
• A competitive salary, supplemented by attractive benefits.