Partner Success Assistant (f/m/d)

Purpose of position 

The Partner Success Team drives Publisher activation and ensures high satisfaction within the Awin network. As a member of the Partner Support & Operations team, the Partner Success Assistant plays a pivotal role in handling administrative and operational tasks. Your primary focus will involve daily interaction with Publishers, serving as their initial point of contact for inquiries. This role places you at the forefront of engaging with Publishers throughout their entire life cycle, ensuring a trouble-free environment and fostering continuous interaction throughout their life cycle.

Key Tasks: 

• Act as the primary point of contact for Publisher inquiries utilizing our ticketing system, managing daily support across various channels including the Support Form, Live chats, and more.
• Maintain accurate records of customer interactions, feedback, and reported issues.
• Promptly escalate time-sensitive or urgent topics to the 2nd Level Support.
• Ensure timely resolution of queries within defined SLAs, prioritizing partner satisfaction.
• Proactively engage with Partners to communicate any ad-hoc issues or updates, maintaining a proactive approach to support.
• Provide assistance to senior team members in ad-hoc tasks and projects, contributing to overall team objectives.
• Schedule work shifts according to query and chat demand, ensuring efficient coverage and support.

Skills & Expertise 

• You have strong problem-solving skills where you can analyze customer issues and provide timely and effective solutions while maintaining a positive customer experience.
• You possess a strong command of business English, enabling you to articulate solutions effectively across a diverse range of customers. Proficiency in additional European languages is advantageous.
• You display empathy towards customer concerns and demonstrate patience in resolving issues, ensuring a high level of customer satisfaction.
• You are able to multi-tasks and handle multiple customer inquiries simultaneously while managing time efficiently to meet response time targets.
• You are able to adapt to new processes, tools, or systems quickly and adjust to changing priorities in a fast-paced environment.

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.
• Welfare: We offer Bradesco TNQQ for health & dental insurance that is eligible to the employee, partner and kids at no salary discount. Besides, we support you with transportation and food vouchers.
• 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. Improve your English skills with Awin’s English language course subsidy.
• 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.

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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