Global Customer Support Executive

Job Description

Purpose of the Role: 

The Global Customer Support Executive will act as first line Customer Support for a global pool of NIQ Brandbank supplier clients, working as part of a team with overall responsibility for service delivery across global clients.  

You will be responsible for achieving Quarterly Customer Satisfaction targets, as well as ensuring key business metrics around timeliness, quality and coverage are maintained effectively. 

Key Tasks / Responsibilities: 

• Responding to queries, both internal and external, within agreed business SLA’s. These will be across chat, email or other 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, Shopper Experience Platform, Business Operational Processes, Retailer Requested Products, Integration Solutions, eCommerce Insights, Merchandising Exchange, PowerBI, Salesforce 

• 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 

• Downloading and managing the reports and data analysis  

Qualifications: 

• Fluent English language 

• Experience in a Customer Support role, ideally in a Business-to-Business environment and/ or experience with data analysis is a plus 

• Demonstrable ability to perform against multiple business KPI’s, particularly inclusive of Customer Satisfaction 

• 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 

• Excellent communication skills, both written and verbal 

Other: 

• Relevant professional, ethical and health and safety standards apply to this role.  

• You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you can carry out, or for which you will be trained  

• Working hours for this role are 10:00 – 19:00 (PKT) 

We offer:

• Medical Insurance: Individual, spouse, and children coverage.
• Life Insurance: individual.
• Mobile Allowance: According to Band.
• Bonus/ Commission: according to Level/ Function.
• All managers and above cadres at NIQ Pakistan are entitled to fuel cards.
• Provident Fund.
• EAP

#LI-PP1
 

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

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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