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Junior Client Service Executive
3 months ago
The Client Service Executive will be responsible for a portfolio of accounts with overall responsibility for service delivery across this portfolio.
You will be responsible for achieving Monthly Service KPI's, as well as ensuring key business metrics around timeliness, quality and coverage are maintained effectively through effective use of the Freshdesk and Chat support platform.
Responsibilities:
- Responsible for delivering first class service levels across your supplier Customers portfolio and prioritising a fastpaced workload; dealing with multiple stakeholders within your customer base to ensure they are getting full value from the Nielsen Brandbank service. This will include providing support and training to your customer base to ensure they are working with Nielsen Brandbank in a mutually beneficial manner.
- Scheduling product deliveries around our workflow capacity and responding to queries, both internal and external, within agreed business SLAs across Freshdesk, Salesforce and internal query systems.
- Developing a comprehensive understanding of the core Nielsen Brandbank service, as well as any additional software services, to ensure you can service them effectively, track customer usage against allowance, and answer any queries that your customer base might raise. You will then use this knowledge to identify any business improvement areas to support continual service improvement for your customer base.
- Building a rapport with your customer base to support both revenue growth and customer satisfaction via regular communication, to understand their service requirements and identify potential areas where Nielsen Brandbank can further support their business objectives. This can include identifying Key Stakeholders or decision makers to support the Client Deveopment Executives in generation of further revenue.
Requirements:
- Experience in a Customer Service role, with a proven ability to work collaboratively as part of a diverse team, in a fastpaced environment.
- Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction
- Proven ability to develop customer engagement in a product and / or service
- Highly organised and able to prioritize workload, with excellent attention to detail
- Excellent communication skills, both written and verbal, with strong presentation skills and the ability to network effectively.
We Offer:
- Generous Pension Scheme
- Private Medical Insurance
- Life Assurance
- Gym Membership Discounts
- Cycling Solutions Scheme
- Holiday Entitlement plus additional Holiday Purchase Options
- Refer a Friend Scheme
- Local Discounts (Cinema tickets, retailers etc)
Additional Information
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.
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.
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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.
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