Experienced Remote Customer Support Assistant – Delivering Exceptional Client Experiences in a Dynamic and Global Environment

Introduction to Awin and Our Mission

Awin, established in 2000, is a global leader in the affiliate marketing industry, proud of its dynamic, social, and inclusive culture. We are committed to building the world's leading open partner ecosystem, and our success is driven by our diverse and talented team members. As a company, we champion uniqueness and authenticity, and we welcome all backgrounds, identities, and experiences. Our network of affiliate partnerships is diverse and transparent, reflecting the values that we hold dear. If you are passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we invite you to join our team as a Customer Support Assistant.

Job Overview

As a Customer Support Assistant, you will play a vital role in ensuring that our clients receive fast and comprehensive support, resolving their queries and issues in a professional and courteous manner. You will be part of our Platform Services Support Team, working closely with other departments to optimize our content and tools, driving self-resolution of issues, and delivering a first-class support experience. This is a fantastic opportunity to be part of a global, fast-paced, and dynamic team, where you will have the chance to grow and develop your skills, and make a real impact on our clients' satisfaction and success.

Key Responsibilities

• Managing various types of support requests from live clients, including programme development or management, and identifying and redirecting requests to the right support teams (finance, technical)
• Ensuring quick and efficient triage of Essentials requests and redirecting them to the assigned teams
• Assisting with the management of programme upsells and retention
• Handling projects to update the content available for clients and internal tools to improve support and client satisfaction, including translation
• Keeping constantly informed about upgrades of functionalities and internal processes relating to the management of client requests

Skills and Expertise Required

To be successful in this role, you will need to possess excellent customer service skills, with the ability to see the bigger picture and identify areas of opportunity and risk. You will be committed to growing our service division, providing friendly and efficient support, and seeking ownership and accountability for your work. You will also need to have excellent time management and organizational skills, with the ability to maintain your own workflow and meet deadlines. Fluency in English (written and spoken) is essential, and other language skills would be appreciated. You will be a confident and excellent communicator, with a keen attention to detail, and a fast learner, eager to deepen your knowledge and understanding of our products and services.

Essential Qualifications

• Fluent in English (written and spoken)
• 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

Preferred Qualifications

• Experience in a customer-facing role, preferably in a support or service environment
• Knowledge of affiliate marketing or a related industry
• Experience with helpdesk software or other support tools
• Additional language skills, particularly in languages spoken in our key markets

Career Growth Opportunities and Learning Benefits

At Awin, we are committed to the growth and development of our team members. We offer a range of training and development opportunities, including our extensive Awin Academy, which covers a wide range of skills to nurture you professionally and personally. You will have the chance to learn from experienced colleagues, and to develop your skills and knowledge in a supportive and dynamic environment. We also offer a range of benefits, including flexible working hours, remote working options, and a range of wellness and social activities, to support your physical and mental well-being.

Work Environment and Company Culture

Our company culture is built on the values of diversity, inclusion, and authenticity. We welcome team members from all backgrounds, identities, and experiences, and we are committed to creating a workplace where everyone feels valued, respected, and empowered to succeed. Our virtual "Life @ Awin" hub brings our colleagues from across the globe together for various social activities, and we offer a range of benefits and initiatives to support your well-being and work-life balance. We are proud of our dynamic, social, and inclusive culture, and we invite you to join us and be part of our team.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including flexible working hours, remote working options, and a range of wellness and social activities. You will also receive a monthly allowance to cover a part of your running costs, and we will support you in setting up your remote workspace appropriately. We also offer a peer-to-peer recognition program, where you can thank and reward colleagues for their hard work and contributions. Additional benefits, including health, well-being, security, and more, will be discussed further upon your first initial interview with our talent team.

Conclusion

If you are a motivated and customer-focused individual, looking for a challenging and rewarding role in a dynamic and global environment, we invite you to apply for the position of Customer Support Assistant. Please mention the word **SPEEDILY** and tag RMzguNjguMTM0LjE5NA== when applying, to show that you have read the job post completely. We look forward to receiving your application and to welcoming you to our team. Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.

Ready for an easy start? This is a low-stress role with great rewards. If you're reliable and willing to learn, we want you. Apply now and take the first step towards a rewarding and challenging career with Awin.