Customer Support Assistant (f/m/d)

As a Customer Support Assistant at Awin, you'll be responsible for managing support requests from live clients, ensuring a quick and efficient triage process and redirecting requests to the appropriate teams. Your role also involves assisting in managing program upsells and retention, as well as updating internal content to improve client satisfaction. Staying informed about upgrades and internal processes is key to effectively managing clients' needs.

To be considered for the Customer Support Assistant role at Awin, you should have excellent spoken and written English, exceptional customer service skills, and the ability to identify key opportunities for improvement. Strong organizational skills and proficiency in MS Office are also important. A demonstrated commitment to providing friendly and efficient support along with a fast-learning attitude will set you apart.

Yes! Awin provides an impressive range of benefits for the Customer Support Assistant role, including a flexible four-day workweek at full pay, work-life balance initiatives, a remote working allowance, and access to health and wellness programs. We also invest in your professional development through our Awin Academy, providing training tailored to enhance your skill set.

At Awin, we strive to cultivate a dynamic and inclusive work culture where all employees feel valued. As a Customer Support Assistant, you can expect to collaborate with diverse teams and benefit from a vibrant community that emphasizes teamwork, growth, and employee well-being. You'll have opportunities to engage in social activities and participate in a virtual culture that strengthens connections across the globe.

Awin is committed to diversity, inclusion, and support for all candidates during the application process. We encourage applicants to reach out if they require assistance at any stage. Our recruiting team is dedicated to ensuring a smooth experience, making it easier for everyone to apply and pursue career opportunities at Awin.

When answering this question, aim to tell a specific story that showcases your problem-solving skills. Highlight how you first listened to the customer's concerns, displayed empathy, and took actionable steps to resolve the issue, ensuring the customer felt valued throughout the process.

Demonstrating good organizational skills is key here. Discuss how you prioritize tasks by urgency and importance, utilize tools for tracking requests, and maintain clear communication with clients, ensuring they feel supported even when their requests are in line behind others.

Focus on explaining your proactive approach to staying updated, such as setting aside regular time to review company communications, attending training sessions, and collaborating with colleagues to share knowledge and insights about updates or changes in the product offerings.

This question gives you the chance to showcase your research about Awin. Mention the company's inclusive culture, commitment to employee growth, and how you resonate with their mission. Explain how your skills align with the position and your desire to contribute to a team that values support and diversity.

Explain your strategy for handling unknowns. This can include actively listening to the client’s concerns, reassuring them that you’ll find the right information, and then promptly collaborating with colleagues or searching internal resources to provide the correct response without leaving the client feeling neglected.

Discuss the importance of clarity and empathy in your communication. Share examples of how you adjust your messaging based on the client's knowledge level and ensure they understand the information, all while keeping a positive and supportive tone.

List any specific customer support software or tools you’ve used in the past, explaining how they’ve contributed to your efficiency and effectiveness in handling support inquiries. If you're not familiar with specific tools, mention your quick adaptability to learn new software and systems.

Emphasize your openness to feedback as a means to grow personally and professionally. Share how you take constructive criticism seriously and strive to implement changes based on it, while also appreciating positive feedback as motivation to continue delivering excellent service.

Provide a specific instance where you identified a common issue among clients and took the initiative to propose a solution or change. Highlight measurable results, like increased satisfaction scores or positive client feedback, showing how your actions led to improved client experiences.

Be sure to mention your collaborative mindset and ability to contribute positively to team dynamics. Share an experience that illustrates your ability to work cohesively with teammates, leveraging each other’s strengths to achieve common goals and improve overall team performance.