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Customer Support Executive
Full-time
NIQ is the world's leading consumer intelligence company. The Customer Support Executive acts as the first line of support for a large pool of NIQ Brandbank supplier clients, responsible for achieving quarterly Customer Satisfaction targets and maintaining key business metrics around timeliness, quality, and coverage.
Responsibilities
Respond to internal and external queries within agreed SLAs across telephone, email, and online channels.
Develop a comprehensive understanding of the core NIQ Brandbank service and value-add services to service customers effectively and track usage against allowance.
Schedule product deliveries around workflow capacity, handle operational queries, and support the operations team.
Work with the Account Managers team to ensure the portfolio receives first-class service and implement general process improvements.
Provide regular reporting according to customer and business needs.
Qualifications
Fluent English.
Experience in a Customer Support role, ideally in a Business-to-Business environment.
Demonstrable ability to perform against multiple KPIs, particularly 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 and driven with good time management and excellent attention to detail.
General interest in FMCG and specifically the eCommerce industry is a plus.
