Global Product Specialist

2 weeks ago

Norwich, United Kingdom NielsenIQ Full time

**Job Description**:
NielsenIQ Brandbank is one of the world's most trusted providers of digital product content, delivering an end-to-end solution for brands, retailers, and wholesalers across the globe. At NielsenIQ Brandbank, we work diligently to provide best-in-class solutions, using an incremental delivery approach to develop new & existing products.

The Global Product Specialist will be responsible for providing high-quality customer service to our global clients across all of our products.
- It will be your responsibility to monitor and promote best practice usage across our products
- To drive customer satisfaction to protect future renewals. Completing quarterly reviews and check in with the customers
- Provide training sessions to our customers across many of the products we support
- Knowledge sharing for new starters and our customers
- Work closely with other teams within the business to provide updates on the products we support and help give feedback from our customers to help improve the services

You will report to the Global Product Specialist Manager

**RESPONSIBILITIES**
- Daily product support to our global customers via the use of Freshdesk, main areas you will deal with
- onboarding customers, ongoing support, offboarding customers and any ad hoc tasks required
- Providing training to our customers once they are onboarded across the different products we support
- Maximising the customer usage of products through monitoring, measuring and communication
- Increasing retention through effective usage of the products and excellent customer satisfaction
- Ensuring customer queries are responded to across the appropriate Freshdesk channels and within the specified SLAs
- Identifying business improvement areas to support continual product service improvement for our customers

**QUALIFICATIONS**
- Minimum 1 - 2 years of experience
- Experience in a Customer Service role, ideally in a Business to Business environment
- Excellent listening, communication and organisational skills and highly self-motivated
- Team player who is motivated and develops trusting relationships
- A forward thinker and the ability to use your own initiative
- Able to think critically and identify process improvement areas across multiple business functions
- Able to liaise, and interact with other departments to resolve issues
- Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction and Success

**OTHER**
- You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you are capable of carrying out or for which you will be trained
- There may be requirements for travel, both nationally and internationally, as part of this role

**WE OFFER**:

- Work in a dynamic environment with global companies from the e-commerce sector
- Possibility to grow together with the Brandbank team & NielsenIQ structure
- Work in a highly diverse team, in a relaxed & open atmosphere
- Benefits & flexible working hours, remote work options
- Interaction with a variety of internal and external stakeholders including clients and service providers
- Great opportunity to deploy your commercial talent at an international company
- Internal trainings will be provided together with details onboarding agenda
- Being a part of our team you will have the access to learning platforms such as Linkedin Learning & Degreed
- Staff and team events
- Peer-to-peer recognition program to enable feedback sharing and reward your achievements

LI-DAK

Additional Information

**About NIQ**

NIQ, the world’s leading consumer intelligence company, reveals new pathways to growth for retailers and consumer goods manufacturers. With operations in more than 100 countries, NIQ delivers the most complete and clear understanding of consumer buying behavior through an advanced business intelligence platform with integrated predictive analytics. NIQ delivers the Full View.

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**Our commitment to Diversity, Equity, and Inclusion**

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.
- NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process._

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