Customer Support with German - 6-month contract (f/m/d)

As a Customer Support Assistant at Awin, your key responsibilities include managing various client requests, administering client accounts under the supervision of the credit control team, assisting with program upsells, and updating internal content to enhance client satisfaction. You’ll be the bridge between the clients and the right support teams, ensuring their needs are met with efficiency and friendliness.

To qualify for the Customer Support Assistant role at Awin, you must be fluent in both English and German, possess excellent customer service skills, and have a knack for time management and organization. A good understanding of MS Office is also essential, along with a desire for personal and professional growth within an inclusive team.

Awin prioritizes work-life balance for Customer Support Assistants by offering a flexible four-day workweek at full pay, ensuring you have ample time for personal and wellness activities. Additionally, you’ll have access to various special paid leaves to maintain your mental health and wellbeing in our supportive work environment.

Awin supports employee development through its extensive training suite, Awin Academy. This resource is designed to provide both professional and personal growth opportunities, encompassing a wide range of skills to help you advance in your career as a Customer Support Assistant.

The company culture at Awin is dynamic, social, and inclusive. As a Customer Support Assistant, you'll be part of a diverse team that values uniqueness and authenticity. Awin also hosts virtual social activities to foster connections among colleagues, ensuring you feel included and integrated into the community.

When faced with challenging customer inquiries, it's crucial to listen actively and empathize with the customer's situation. I try to identify their core frustration and reassure them that I’m here to help. I find that maintaining a calm and positive demeanor, even when the customer is upset, can turn the situation around. Preparing for these scenarios in advance helps in providing solutions efficiently.

In my previous role, I noticed that a significant number of tickets were related to the same issue. I proposed creating a detailed FAQ section in our self-service portal which reduced ticket submissions by a notable percentage. By identifying common issues and resolving them proactively, I helped enhance customer satisfaction while streamlining our support process.

Communication is the cornerstone of any Customer Support position. It involves not just relaying information clearly, but also actively listening to the customer. I strive to ensure our clients feel understood and valued, as strong communication builds trust and fosters a positive relationship.

To stay organized, I utilize a combination of digital tools and prioritization techniques. I often create a daily to-do list categorized by urgency and importance, which allows me to tackle tasks efficiently. Regularly reviewing my workload ensures that I stay on track and meet deadlines.

I admire Awin's commitment to diversity and inclusion, as well as its focus on employee growth and welfare. Working for a company that prioritizes personal and professional development resonates with my values. I’m excited about the opportunity to contribute to a team that is passionate about supporting clients and driving innovation.

Client satisfaction is paramount, so I prioritize understanding their needs and responding promptly to inquiries. I always follow up after resolving an issue to ensure they’re satisfied with the solution and seek feedback for improvement. This proactive approach allows me to tailor my support to enhance the overall client experience.

In my last position, I was part of a team tasked with enhancing our self-service resources. We held regular brainstorming sessions to gather everyone's input, and I took the initiative to lead the effort in creating a cohesive guide that reflected our collective insights. This collaboration not only improved our resources but also strengthened team dynamics.

I regularly read industry publications, participate in webinars, and engage with professional communities online. Networking with other professionals on platforms like LinkedIn allows me to stay informed about trends and changes that impact customer support, which I can apply in my role.

My greatest strength is my ability to empathize with customers and understand their perspectives. This allows me to provide tailored solutions and build rapport quickly, which is critical in resolving issues and ensuring client satisfaction.

Managing difficult conversations requires a balance of empathy and assertiveness. I focus on listening to the client's frustrations without interruption, validating their experience before presenting possible solutions. Remaining calm and composed is key, and I always strive to leave the interaction on a positive note, even if the outcome isn't ideal.