Are you someone who is passionate about customer service? Are you able to communicate clearly and effectively both in writing and in phone calls? Do you enjoy tackling challenges and technical issues?
About the role
As a Client Support Executive your role is to provide effective and timely customer service, technical support & advocating for the affiliate channel to help clients drive successful programs across a portfolio of self-service client accounts. You will help new clients get their affiliate programs up and running, by training them on how to use our platform & advocating for working with key publishers to help them get better results from their programs. You are key to supporting our future growth, so we welcome a person who is happy to suggest ideas on how to improve our customer support functionality. As part of a small team, your voice is heard, and you will have a significant impact on how we serve our clients.
Role responsibilities
- Demonstrate strong decision making in line with company goals, social, and environmental best practice.
- Provide great customer service to our network of advertisers and publishers, helping them to set up, launch, manage and grow their affiliate channel.
- Manage a portfolio of Webgains’ self-managed clients across the world; act as direct liaison on day-to-day queries, helping with both technical and commercial enquiries.
- Review accounts, provide recommendations and conduct competitor bench marking services.
- Provide support to internal Webgains’ teams in launching new self-managed client programmes.
- Conduct training calls to help clients use our technical platform and improve their program performance.
- Advocating for the channel and helping clients unlock their full potential.
- Liasing between the client support team and integration to ensure programs are launched & tracking issues are resolved efficiently.
Role requirements
Essential
- Experience in customer support role.
- Demonstratable experience in serving customers over the phone.
- A positive, upbeat people-person.
- The ability to learn technical tools with training.
- The ability to figure out technical issues, seeking support where necessary.
- Analytical approach to problem solving.
- Technical support; ability to hold technical discussions and manage ticketing, liaison with other departments till resolution.
- Proactive approach to supporting clients and internal teams.
- An interest in digital services and affiliate marketing.
- An ability to prioritise issues and a desire to work in fast paced environment.
- Strong knowledge of Microsoft office programs (Excel, Word, PowerPoint, Outlook).
Desirable
- Affiliate marketing or account management experience.
- Experience in using technical tools or platforms. this may be reporting or analytics tools, content management systems, etc. The key is that you are used to navigating around technical platforms.
- Fluent in German or Mandarin.
