Purpose of Position
As Customer Support Consultant, you will ensure fast and comprehensive ticket response, deeply understanding VIP client’s needs and frustrations within the Global Live Support Team. The team works in sync with the other Platform Services sub-teams and collaborates with other network support functions to optimize the available content and tools for our customers. A fantastic opportunity to be part of a global, fast paced and dynamic team who are passionate to help progress the brands of the future!
Key Tasks
- Managing requests from VIP Platform Services customers (including programmes managed by strategic agencies, top performers or other customers we deem high potential), such as those relating to programme development or management with the help of other support teams (finance, technical).
- Administering customers accounts under the credit control team's supervision and helping to resolve financial issues.
- Assisting with the management of programme upsells, retention and closures.
- Handling projects to update the content available for the clients and internal tools to improve support and client satisfaction, help with translation.
- Keeping constantly informed about the upgrades of functionalities and internal processes relating to the management of customer requests.
Skills & Expertise
- Fluent in English, other language skills, such as German, would be appreciated
- Excellent customer service skills
- Ability to see the bigger picture and identify areas of opportunity and risk
- Committed to growing the service division as quickly as possible, providing friendly and efficient support
- Seeks ownership and readily accepts accountability
- Excellent time management and organizational skills to maintain own workflow and meet deadlines
- Confident and excellent communicator with a keen attention to detail
- Fast learner and eager to deepen knowledge and understanding
- Numerate with a good level of knowledge of MS Office packages
- Enthusiastic, committed and an epic amount of tenacity
Our Offer
- Flexi-Week and Work-Life Balance: We prioritise your mental health and wellbeing, offering you a flexible four-day Flexi-Week at full pay and with no reduction to your annual holiday allowance. We also offer a variety of different paid special leaves.
- Flexi-Office: We offer an international culture and flexibility through our Flexi-Office and hybrid/remote work possibilities to work across Awin regions.
- Health & Well Being: With our support and access to various initiatives and sports offers, you can devote yourself to your mental and physical well-being.
- Welfare: We offer Bradesco TNQQ for health & dental insurance that is eligible to the employee, partner and kids at no salary discount. Besides, we support you with transportation and food vouchers.
- Development: We’ve built our extensive training suite Awin Academy to cover a wide range of skills that nurture you professionally and personally, with trainings conveniently packaged together to support your overall development. Improve your English skills with Awin’s English language course subsidy.
- Remote Working Allowance: You will receive a monthly allowance to cover a part of your running costs. In addition, we will support you in setting up your remote workspace appropriately.
- Appreciation: Thank and reward colleagues by sending them a voucher through our peer-to-peer program.
Established in 2000, Awin is proud of our dynamic, social and inclusive culture.
Like all businesses, we’ve had to adapt and nurture our culture in a virtual environment. Our virtual ‘Life @ Awin’ hub brings our colleagues from across the globe together for various social activities.
Diversity & Inclusion are paramount to us, and we proudly pursue and hire diverse team members. We champion uniqueness and authenticity; this is who we are at our core. Our network of affiliate partnerships are diverse and transparent, as are the employees powering our vision to build the world’s leading open partner ecosystem. We welcome all backgrounds, identities, and experiences. If you need support at any point in the application or interview process, please let us know.
Awin is part of the Axel Springer group. Learn more at axelspringer.com/en/, and explore the Axel Springer Essentials here: axelspringer.com/en/inside/the-essentials-what-we-have-adapted-and-why
Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.
