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Customer Service - Coaching Lead

Employer
On
Location
Berlin
Closing date
22 May 2024

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Function
Customer Service
Level
Manager

Job Details

Our EMEA Customer Service Team (we call it Happiness Delivery team) is growing, just like On, and with this comes the exciting opportunity to become a Happiness Deliverer Training Lead EMEA.

We are looking for an enthusiastic Trainer to lead our Onboarding Training Team with Coaches and Coaching Coordinator, delivering an outstanding experience for our training programs like "School of WOW". The mission of the training team is to build, transfer and develop excellent knowledge standards for our in-house customer service team, and a strong collaboration with our Shared Partner training team. Our aim is to ensure high standards in training technical knowledge as well as in soft skills.
You will drive our hybrid learning strategy for new hires by implementing different self learning tools and pathway. Deliver the WOW by acting as a role model and spreading the On spirit across all our teams.

Your Mission

- Provide enthusiastic and empowering leadership to a team of coaching specialists. Set clear goals, offer guidance, and ensure the team's performance aligns with company objectives and training standards.
- Further development and improvement of our New Hire Onboarding program ("School of Wow"). Make sure that the program aligns with company values, customer service principles, and business goals. Collaborate with global stakeholders to ensure alignment with overall organisational strategies.
- Oversee the creation, development, and refinement of training content, materials, and resources. Ensure training materials are engaging, up-to-date, and cater to various learning styles.
- Support your team by conducting engaging and interactive training sessions and workshops that effectively convey customer service principles, communication skills, problem-solving techniques, and product knowledge.
- Coach and mentor your team members by providing constructive feedback, identifying skill gaps, and providing tailored development plans. Guide fostering a positive learning environment.
- Develop assessment tools to evaluate the effectiveness of training programs. Analyze performance metrics and feedback to refine training content and methods continuously.
- Lead initiatives to enhance the training and onboarding experience, integrating best practices, industry trends, and innovative technologies to elevate training outcomes.
- Maintain accurate records of training activities, progress, and outcomes
- Generate reports and insights for management to assess the impact of training initiatives.
- Build strong relationships with global cross-functional teams and leadership, to stay updated on company developments and ensure training content remains aligned.

Your Story

- 3+ years experience in customer service training, focusing on new hire training and onboarding.
- Strong leadership skills and experience managing a team of training professionals.
- Exceptional communication and presentation skills, with the ability to engage and motivate learners.
- In-depth understanding of customer service principles, coaching techniques, and adult learning principles.
- Proficiency in designing and delivering effective training materials using a variety of methods and tools.
- Analytical mindset with the ability to use data to assess training effectiveness and make informed decisions.
- Collaborative and adaptable, able to work with diverse teams and adjust feedback-based strategies.
- Language requirements: fluent in English (both written and spoken). Additional languages (mainly German) are a plus.

Meet The Team

Happiness is the only thing that multiplies when shared. So, take the chance and deliver happiness all day, every day at On! You will work in a team-player Team, which loves new challenges and where happiness is part of their DNA. If you want to take every opportunity to WOW our customers, our team and On - we would be happy to write stories together.

What We Offer

On is a place that is centered around growth and progress. We offer an environment designed to give people the tools to develop holistically - to stay active, to learn, explore and innovate. Our distinctive approach combines a supportive, team-oriented atmosphere, with access to personal self-care for both physical and mental well-being, so each person is led by purpose.

On is an Equal Opportunity Employer. We are committed to creating a work environment that is fair and inclusive, where all decisions related to recruitment, advancement, and retention are free of discrimination.

Company

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