Customer Success_ Junior Customer Support Associate

Company DescriptionJob Description

ABOUT THIS JOB

NIQ Customer Success is a modern service team transforming the way we serve our clients by introducing new and updated tools and platforms that help us to provide effective client servicing quickly and easily. Our team is the key link between NIQ and our FMCG manufacturer clients and we are responsible for maintaining and developing effective client partnerships.

The NIQ Bulgaria Customer Success team is currently looking for a CS Analytics & Insights Specialist who will be responsible for the specific client Analytical related activities.

RESPONSIBILITIES

• Managing daily communication and servicing of NIQ FMCG manufacturer clients and contributing to the achievement of client satisfaction targets
• Building effective relationships with client representatives and staying informed about the client priorities, strategies and targets
• Participating in the NIQ service model transformation by driving the adoption of automated client servicing and business intelligence platforms, including the NIQ Service Suite platform
• Conducting client trainings on NIQ tools and solutions
• Troubleshooting and resolving client inquiries related to data quality and unusual trends, NIQ methodology, Facts and Fundamentals, and other key aspects of NIQ products and services
• Resolving client escalated inquiries even if related to topics that are primarily affiliated to operational teams
• Optimizes the workload related to answering client queries by creating articles for NIQ adopted BI platforms on various predefined topics, and directing the client to self-serve.
• Assisting our sales experts with identifying sales opportunities, pricing, contract negotiations, and documentation
• Being an expert in NIQ products, methodology and FMCG industry trends
• Working regularly with other teams (e.g. operations, reporting and data science) to solve client business questions and drive different initiatives
• For the regional clients, maintaining regular communication with the client CBP or internal NIQ regional account in line with the client tier and contract scope
• Developing analysis and providing insights and recommendations for our NIQ FMCG manufacturer clients, including coverage analysis and simple data related anwers

REQUIREMENTS

• Strong communication skills – very good English (written and spoken)
• Ability to work in a digital enabled environment and to adopt and promote the usage of new modern web platforms
• Experience with PowerBI, Outlook, Microsoft Excel, PowerPoint and other Microsoft tools
• Interest in the FMCG industry
• Ability to communicate and work with associates at all levels in the organization
• Ability to build relationships across countries and cultures
• Excellent organizational skills to track data deliveries and execute client servicing according to contractual agreements
• Ability to meet strict deadlines and managing client expectations

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QualificationsAdditional Information

Our Benefits

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

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

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion

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