Customer Support Executive

Company Description

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion

Job Description

The Customer Support Executive acts as the first line of support for a large pool of NIQ Brandbank supplier clients, working collaboratively within the team to ensure high-quality service delivery. The role is responsible for achieving quarterly Customer Satisfaction targets and maintaining key business metrics around timeliness, quality, and coverage.

• Responding to queries, both internal and external, within agreed business SLA’s. These will be across telephone, email or online communication channels
• Developing a comprehensive understanding of the core NIQ Brandbank service, as well as any additional “value–add” services, to ensure you can service them effectively, track customer usage against allowance, and answer any queries that your customer base might raise. This includes but is not limited to; Product Library, Business Operational Processes, Retailer Requested Products, Integration Solutions, eCommerce Insights, Merchandising Exchange.
• Scheduling product deliveries around our workflow capacity, dealing with operational queries, and supporting our operations team to ensure we deliver a satisfactory level of service in all instances
• Working with the Account Managers team to ensure our portfolio of the accounts is receiving a first–class level of service from NIQ Brandbank. This can include working with other business functions, and the wider Commercial team, to implement general process improvements where appropriate
• Regular reporting according to customer & business needs. This includes but is not limited to; product status reports, performance against business metrics at supplier level, usage of our service over a period of time.

Qualifications

• Fluent English language
• Experience in a Customer Support role, ideally in a Business-to-Business environment
• Demonstrable ability to perform against multiple business KPI’s, particularly inclusive of Customer Satisfaction / Voice of the Customer measures
• Proven ability to work collaboratively as part of a diverse team, in a fast-paced environment
• Highly organized, driven, with good time management skills and a logical approach,
• Able to prioritize workload, and excellent attention to detail.
• General interest in FMCG and specifically the eCommerce industry is a plus
• Excellent communication skills, both written and verbal, with strong presentation skills and the ability to network effectively.
• Professionally presented, articulate and a confident communicator at all levels

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion