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In short
As a Customer Service (we call it Happiness Delivery!) Coach at On, your mission is to work with business partners in identifying performance issues, drafting and executing coaching strategies, delivering workshops in a professional manner, and delivering training for new hires. Your number one goal is to ensure the Happiness Delivers have a smooth and consistent training journey and continue to be high performers throughout their careers at On. You would also be accountable for the development and review of coaching programs that were identified through needs analysis. It is also your duty in ensuring the success of coaching through analysis, reporting and feedback. Each step along the way, you will aim to WOW new starters and provide the necessary resources for every Happiness Deliverer to be successful.
Your Mission
- Lead the in-house HD and vendor teams’ onboarding, lining up training sessions, coordinating the independent study.
- Review and keep up-to-date with all DTC HD training materials, as well as plan and execute continuing-education training opportunities for the entire in-house DTC HD & vendor teams.
- Perform weekly meetings with vendor teams. The weekly meeting agenda includes reviewing, and analyzing vendor data for service levels, customer satisfaction, and sales performance, evaluating vendor quality performance and trends.
- Lead and provide coaching and training to the vendor team and enable vendor team members to deliver WOW to our customers.
- Work closely with the internal teams to ensure that appropriate internal activities are also conducted with the vendor team (i.e. call/chat review and calibrations, training, etc).
- Drive continuous improvement projects to establish and support internal and external quality-related processes.
- Close collaboration with cross functions and global quality teams to provide support and make alignment.
- Provide professional support and assistance to the team lead for performance and development conversations.
Your story
- Bachelor’s Degree.
- 5+ years’ experience in customer support roles, preferably with experience providing customer support via phone, email, chat, and social media.
- 3+ years of experience in leadership, training, quality review, and coaching
- Experience in identifying performance gaps and assess coaching needs and methodology.
- Experience with learning management systems, performance data analysis and reporting tools.
- Ability to effectively learn and work within multiple business systems such as CRM, ERP, email, Microsoft Office Suite, quality assessment tools, etc.
- Ability to successfully keep the customer needs front of mind and a passion for creative solutions.
- Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills while solving customer needs creatively.
- Excellent presentation/facilitation skills.
- Ability to work efficiently under deadline with numerous projects on hand.
- Ability to read, speak and write English fluently; Cantonese is a plus.
Your story
- Bachelor’s Degree.
- 5+ years’ experience in customer support roles, preferably with experience providing customer support via phone, email, chat, and social media.
- 3+ years of experience in leadership, training, quality review, and coaching
- Experience in identifying performance gaps and assess coaching needs and methodology.
- Experience with learning management systems, performance data analysis and reporting tools.
- Ability to effectively learn and work within multiple business systems such as CRM, ERP, email, Microsoft Office Suite, quality assessment tools, etc.
- Ability to successfully keep the customer needs front of mind and a passion for creative solutions.
- Excellent interpersonal skills with a focus on relationship building, listening, and questioning skills while solving customer needs creatively.
- Excellent presentation/facilitation skills.
- Ability to work efficiently under deadline with numerous projects on hand.
- Ability to read, speak and write English fluently; Cantonese is a plus.
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.
