Customer Success_ Junior Customer Support Associate

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 environmentand 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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Additional Information :

Our Benefits

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

About NIQ

NIQ is the worlds 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 insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.

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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:  Work :

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