Support Consultant with German

20 Hours ago • All levels

Job Summary

Job Description

As a Customer Support Consultant, you will be responsible for providing fast and comprehensive ticket responses to VIP clients within the Global Live Support Team. You will work in sync with other Platform Services subteams and collaborate with network support functions to optimize content and tools for customers. Key tasks include managing requests from VIP customers, administering accounts under credit control supervision, assisting with program upsells, retention, and closures, and handling projects to update client content and internal tools. You will also stay informed about functionality upgrades and internal processes. The role requires excellent customer service, communication, time management, and organizational skills, along with a proactive and tenacious attitude. This is a fixed-term 12-month contract position.
Must have:
  • Fluent in English and German
  • Excellent customer service skills
  • Ability to see the bigger picture
  • Excellent time management
  • Excellent communication skills
  • Fast learner
Good to have:
  • Other language skills appreciated
Perks:
  • Flexi-Week (four-day week)
  • Work-Life Balance
  • Paid special leaves
  • Flexi-Office
  • Hybrid/remote work possibilities
  • Health & Well Being initiatives
  • Development through Awin Academy
  • Remote Working Allowance
  • Peer-to-peer appreciation program
  • Support for diversity and inclusion

Job Details

Purpose of Position

As Customer Support Consultant, you will ensure fast and comprehensive ticket response, deeply understanding VIP client’s needs and frustrations within the Global Live Support Team. The team works in sync with the other Platform Services subteams and collaborates with other network support functions to optimise the available content and tools for our customers. A fantastic opportunity to be part of a global, fast paced and dynamic team who are passionate to help progress the brands of the future!

Please note that this position is a fixed-term 12-month contract.

 

Key Tasks

  • Managing requests from VIP Platform Services customers (including programmes managed by strategic agencies, 
    top performers or other customers we deem high potential), such as those relating to programme development or 
    management with the help of other support teams (finance, technical).
  • Administering customers accounts under the credit control team's supervision and helping to resolve 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 customer requests.

 

Skills & Expertise

  • Fluent in English and German (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. .
  • 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.
  • 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.
  • We are hiring in multiple countries, additional benefits in terms of health, well being, security and more will be discussed further upon first initial interview with the talent team.

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.

Apply now to begin the next stage of your career at a progressive company that supports both your professional and personal development.

 

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About The Company

Axel Springer is a media and technology company. The company's mission is to empower free decisions for people around the world through independent journalism and innovative offerings. Axel Springer operates in more than 40 countries with a presence in all major digital markets and generated 3.8 billion euros in revenue in 2022. Axel Springer is the media and technology company.

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