On - Specialist – Customer Service Coaching - Berlin

Team for Career Site

Customer Service

In short

Our EMEA Coaching Team (Knowledge Management and Training) is growing, just like On, and with this comes the exciting opportunity to become a Coaching Specialist for our Customer Service Team (we call it Happiness Delivery).

Your mission will be to provide an exceptional experience to our Happiness Deliverers. You will WOW our Direct-to-Consumer (DTC) teams and provide the resources they need to be successful. You will coordinate and drive improvements by planning, organizing, and reporting knowledge and training activities, contributing to our hybrid learning strategy.

Your organizational skills and meticulous attention to detail make you an invaluable asset to your team and stakeholders. Keeping the big picture in mind is easy for you, just like collaborating cross-functionally.

Your mission

Administrative and Organizational Support:
– Core administrative and organizational support for the DTC Coaching Team.
– Responsible for compliance-related tasks such as Onboarding and Offboarding of team members, account creation, and tool access.
– Training scheduling, submitting IT forms and requesting licenses, creating weekly schedules, and coordinating first-day logistics.
– Maintain the Training Calendar to provide visibility on upcoming and ongoing internal and BPO Trainings.

Reporting:
– Maintain accurate records of knowledge and training activities, progress, and outcomes.
– Responsible for tracking training enrolment, attendance, and exams, as well as LMS reporting of completion, scoring, and feedback.
– Create and maintain KM and Training dashboards.
– Reporting and data analysis (Asking insightful questions, gathering data from diverse sources, evaluating solutions’ pros, cons, risks, and benefits to drive informed decision-making and continuous improvement in training and knowledge management).
– Facilitate knowledge and training improvement by creating and maintaining feedback systems, and processing of feedback to provide recommendations and actionable points.

Process Optimization and Collaboration:
– Support the Coaches through Jira, and collaborate with IT on ways to improve our ticketing system and requests.
– Analysis, validation, and prioritization of knowledge and training-related requests, ensuring they are correctly assigned, and timely and flawless ticket transition in Jira.
Optimize work processes through building documentation for workstreams and Coaching SoPs, and share best practices with our Partners in close collaboration with our BPO team.
Enhance, update, and schedule regular DTC On Trainer Certification.
Regular coordination with the WFM team.
Support the Coaching team with updates, enhancements, and upkeep of current knowledge and training assets when needed.
Build strong relationships cross-functionally to stay updated on company developments and ensure our initiatives remain locally relevant and globally aligned.

Your story

– You have relevant experience in knowledge management and customer service training, with a focus on reporting and analysis.
– You have experience with Learning Management Systems and Knowledge Management tools.
– Your strong self-organization and project management skills enable you to prioritize and deliver multiple tasks and projects simultaneously.
– You have a data-driven mindset and approach to assess knowledge assets and training effectiveness, and make informed decisions.
– You have experience with Project Management. Certification is a big plus.
– You have experience working with outsourced teams, preferably with multiple -partners.
– You have a clear understanding of customer service principles.
– You have business fluency in English. Any other European language is a big plus.

Meet the team

Being in direct contact with our customers means we’re able to consistently surprise them with outstanding service. We see problems as challenges and aim to solve them in the most positive way possible.
Communication and enthusiasm are key in Customer Service. Dedicated to delivering the wow, we are a passionate team that supports each other, questions the status quo and aims to constantly improve the customer experience. That’s why we are called Happiness Deliverers.