The Coordinator of Virtual / Chat Agents leads a team of chat agents to deliver high-quality, timely, and customer-centric support through our virtual channels. You will train on Miele products and SAP, provide hands-on assistance to consumers, IT support on the chat platform, coach and develop the team, optimize workflows and knowledge resources, monitor performance, and drive continuous improvement to enhance customer satisfaction and operational efficiency.
KEY RESPONSIBILITIES
- Team Leadership & Coaching: Coach, mentor and motivate chat agents to deliver exceptional customer experiences. Conduct 1:1s, performance reviews and development plans. Organize staff planning.
- Training: Design and deliver training on Miele products, services, policies and processes, including hands-on training on SAP. Ensure agents remain up-to-date and confident in their knowledge.
- Hands-On Customer Support: Actively engage in chats daily to assist consumers with inquiries, troubleshooting, orders, service requests and escalations. Serve as a subject matter expert.
- SAP Expertise: Use SAP to look up customer, product, order, delivery, service and warranty information; create and update cases, orders and service requests accurately and efficiently.
- IT Platform Support: Partner with IT to support the chat platform—troubleshoot issues, test updates, manage changes and ensure platform stability and quality.
- Performance Management: Monitor key metrics (CSAT, response time, resolution rate, etc.) and provide coaching, feedback and action plans to improve results.
- Knowledge & Process Improvement: Maintain and enhance the knowledge base, chat flows. Identify opportunities to streamline processes and tools.
- Cross-functional Collaboration: Work with Product, SAP/Business Systems, Customer Experience, Service and other teams to resolve issues and improve processes.
QUALIFICATIONS
- Bachelor’s degree in any discipline; customer service or business-related field preferred.
- 2 years of experience in virtual support or chat operations with experience coordinating a team is a plus.
- Strong knowledge of SAP (e.g., CRM / Service Cloud, order management, case management, service).
- Experience training others on systems, processes and product knowledge.
- Excellent coaching, communication and interpersonal skills.
- Analytical mindset with ability to interpret data and drive improvements.
- Experience in SAP and chat platforms, and Microsoft Office Suite.
- Passion for customer satisfaction and continuous improvement.
- Good level of English is required (B1+)
€32.000-€35.000
