NIQ Customer Support team is focusing on building positive customer experiences by offering outstanding customer-centric servicing, support resolution on customers’ concerns in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutions; and serves as a liaison between the Commercial team, Quality Assurance, and Operations.
Responsibilities
- Drive customer loyalty by providing digital support and servicing to customers via NIQ Customer Service Online platform, working together with Global Customer Service Center
- Working with Customer Service Lead, Product Leader, and Customer Success team in building a client communication on Product Enhancement, Universe Update & Delivery Details
- Build, upload, and manage local knowledge articles reflecting the latest local service evolution in the NIQ Customer Service Online platform
- Communicate on Product Enhancement, Universe Update & Delivery Details to stakeholders
- Provide clear and accurate responses as well as market expertise to stakeholders
- Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption
- Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators
- Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization
- Spearhead improvement projects to drive process optimization and uphold globally acclaimed NIQ data standards