Customer Support Assistant

**Purpose of Position**

Our Self-Service solution is designed for all brands globally, large and small, to use our comprehensive interface and tools to manage a successful affiliate programme in-house for their company.

As Customer Support Assistant, you will ensure fast and comprehensive ticket response, deeply understanding client's needs and frustrations within the Global Self-Service Live Support Team. The team works in sync with the other Self-Service sub-teams and collaborates with other department support teams to optimise the available content and tools. The ambition is to drive self-diagnosis and self-resolution of issues to reduce support tickets.

A fantastic opportunity to be part of a global, fast paced and dynamic team who are passionate to help progress the grassroot brands of the future

**Key Tasks**
- Managing various types of requests from live clients, such as those relating to programme development or management, identifying and redirecting requests to the right support teams (finance, technical).
- Administering client's account under the credit control team's supervision and helping to resolve the client's 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 clients requests.

**Skills & Expertise**
- Fluent in English (written and spoken), other language skills 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.

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