Team Lead: Customer Service & Admin (Payroll & Digital)

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

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.