Customer Support Associate

CUSTOMER SUCCESS - CUSTOMER SUPPORT SPECIALIST

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 Customer Success Junior Customer Support 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 answers

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, AI 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

#LI-PP1
 

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