Foxintelligence
201-500 employees
About Foxintelligence
We are NielsenIQ Brandbank. One of the world’s most trusted providers of digital product content to brands, retailers and wholesalers across the globe. Our commitment to quality product content means that we work together with regulatory authorities to ensure that you do not have to worry about your content meeting industry standards, because we’ve got it covered. We deliver innovative solutions to the FMCG industry, powering the product content you need to enrich the online shopping experience for consumers worldwide. Being a world leader in end-to-end product content solutions does not mean we rest on our laurels, NielsenIQ Brandbank continues to revolutionise new technologies, so that we can equip you for the future. To learn more about NielsenIQ Brandbank, visit www.brandbank.comYou can also follow us on twitter at
4 days ago
Customer Support Executive
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Description
- 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.
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Requirements
- Fluent English language
- Experience in a Customer Support role, ideally in a Business-to-Business environment
- Demonstrable ability to perform against multiple business KPI’s, particularly inclusive of Customer Satisfaction / Voice of the Customer measures
- Proven ability to work collaboratively as part of a diverse team, in a fast-paced environment
- Highly organized, driven, with good time management skills and a logical approach
- Able to prioritize workload, and excellent attention to detail
- General interest in FMCG and specifically the eCommerce industry is a plus
- Excellent communication skills, both written and verbal, with strong presentation skills and the ability to network effectively
- Professionally presented, articulate and a confident communicator at all levels
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Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)