Purpose of Position
As a Customer Support Assistant, you will be responsible for delivering consistently high-quality support experiences, ensuring every customer interaction is accurate, professional, empathetic and solution-focused while ensuring timely and comprehensive responses. You will develop a strong understanding of clients' needs, goals and frustrations, helping to create positive experiences across every interaction within the Platform Services Support Team.
The role supports the delivery of agreed service levels for Bronze clients through the consistent execution of high-quality support activities, timely follow-up and proactive outreach where required.
Working closely with other Platform Services functions and support teams across the business, you will help optimise content, processes and tools to ensure customers receive reliable, efficient and effective support.
We are committed to maintaining the highest standards of quality, balancing speed with accuracy, empathy and ownership. By continuously improving the customer experience, increasing self-service adoption and reducing avoidable support requests, you will play an important role in delivering a first-class support experience.
A fantastic opportunity to be part of a global, fast-paced and dynamic team where quality, collaboration and continuous improvement are at the heart of everything we do
Please note: This position on a global team and not everyone can read, speak or write in Portuguese. To be fully considered, please submit your CV in English.
Key Tasks
- Manage a range of client support requests, including programme setup and programme management enquiries, resolving issues where possible and directing requests to the appropriate teams (e.g. Finance or Technical Support) when required.
- Deliver high-quality reactive and proactive client communication using approved templates, accurately recording outcomes and identifying potential risks, gaps or opportunities.
- Support the review of translations provided by third-party agencies to help ensure accuracy and consistency with Awin Tone of Voice and terminology. Stay up to date with platform enhancements, new features and internal processes to provide accurate and relevant support.
- Support Bronze client service activities, including preparing standard reports, completing programme GAP reviews, gathering benchmarking or platform data, and implementing agreed programme changes.
- Consistently deliver work to a high standard, balancing quality, accuracy and efficiency across all activities.
- Meet individual performance, productivity and quality targets, contributing to wider team objectives and departmental KPIs.
- Identify opportunities to improve processes, content and customer experiences, sharing feedback and suggestions with the wider team and department
Skills & Expertise
- Fluent in English, both written and spoken. Additional language skills are advantageous.
- Passion for delivering high-quality customer service; previous customer service or account management experience is desirable.
- Strong attention to detail and commitment to accuracy and quality.
- Able to recognise customer needs and identify potential risks, issues and opportunities. Takes ownership of tasks and is accountable for delivering outcomes. Excellent time management and organizational skills, with the ability to prioritise workload and meet deadlines.
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- Confident communicator with strong written and verbal communication skills. Fast learner with a willingness to develop new skills and deepen knowledge of the platform, products and processes. Comfortable working towards individual performance, productivity and quality targets.
- Confident conducting client service deliverables when required, maintaining accurate records and providing a professional customer experience. Comfortable interpreting standard reports and data to identify potential gaps, risks or opportunities and escalating findings appropriately. Committed to continuous improvement and delivering a consistently high-quality support experience.
Our Offer
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Flexi-Week: We prioritise your mental health and wellbeing by offering you a four-day Flexi-Week (with one lighter or completely disconnected day per week) at full pay, with no reduction to your annual holiday allowance.
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Flexi-Office: We offer an international culture and flexibility through our hybrid working model, designed to foster collaboration, trust, and autonomy.
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Work Expense Contribution & Remote Working Furniture: You will receive a monthly allowance to cover part of your running costs, as well as a furniture package to support you in setting up a comfortable workspace at home.
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Meal Vouchers: we offer you meal vouchers for lunch
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Public Transportation: you are entitled to a transportation voucher or card to commute to the office
In addition, you’ll benefit from our global offering, including health and wellbeing initiatives, learning and development via Awin Academy, and peer-to-peer recognition programmes.
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.
