Client Service Specialist
5 Days Old
The Client Service Specialist 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 the use of Freshdesk and Chat support platform.
Location: Norwich, UK with the option of Hybrid working
Responsibilities:
- Responsible for delivering first class service levels across your supplier portfolio and prioritising a fast-paced 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 Development & Delivery Manager in generation of further revenue
- Regular reporting according to customer and business needs, along with Service specific tasks to be carried out on a weekly and monthly basis
- Experience in a Customer Service role, with a proven ability to work collaboratively as part of a diverse team, in a fast-paced 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
- 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
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
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
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: https://nielseniq.com/global/en/news-center/diversity-inclusion #J-18808-Ljbffr
- Location:
- Norwich, England, United Kingdom
- Salary:
- £60,000 - £80,000
- Category:
- Sales
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