The Customer Support Executive acts as the first line of support for a large pool of NIQ Brandbank supplier clients, working collaboratively within the team to ensure high-quality service delivery. The role is responsible for achieving quarterly Customer Satisfaction targets and maintaining key business metrics around timeliness, quality, and coverage.
- Responding to queries, both internal and external, within agreed business SLA’s. These will be across telephone, email or 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, Business Operational Processes, Retailer Requested Products, Integration Solutions, eCommerce Insights, Merchandising Exchange.
- 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.