Customer Support Executive

NIQ Brandbank, as part of NIQ is one of the world's most trusted providers of digital product content, delivering an end-to-end solution for brands, retailers, and wholesalers across the globe. At NIQ Brandbank, we work diligently to provide best-in-class solutions, using an incremental delivery approach to develop new & existing products.

The Customer Support Executive will be part of an international team and responsible for providing high-quality customer service to our Czech and Slovak clients. You will report to the CE Service Delivery Manager

RESPONSIBILITIES

· It will be your responsibility to support the delivery of our core service

· Daily customer support to the Czeck and Slovak customers via the use of Freshdesk platform, main areas you will deal with onboarding customers for different service and ongoing support plus any ad hoc tasks required by your manager and the local sales teams

· Work closely with local sales team and other departments within the business

· Provide training sessions to our customers and help them to get the most out of our service

· To drive customer satisfaction to protect future renewals

· To develop the Knowledge Base and help the Automations accross the business

· Ensuring customer queries are responded to across the appropriate Freshdesk channels and within the specified SLAs

OTHER

· You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you are capable of carrying out or for which you will be trained

· There may be requirements for travel, both nationally and internationally, as part of this role

REQUIREMENTS

· Minimum 2 - 3 years of experience

· Native Czech or Slovak and intermediate English knowledge

· Good MS Office

· Experience in a Customer Service role, ideally in a Business to Business environment

· Excellent listening, communication and organisational skills and highly self-motivated

· Good time management and ability to prioritize

· Team player who is motivated and develops trusting relationships

· Able to liaise, and interact with other departments to resolve issues

· Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction and Success

WE OFFER

· Work in a dynamic environment with global companies from the e-commerce sector (FMCG and Pharma)

· Possibility to grow together with the NIQ Brandbank team & NIQ structure

· Work in a highly diverse team, in a relaxed & open atmosphere

· Benefits & flexible working hours, remote work options

· Interaction with a variety of internal and external stakeholders including clients and service providers

· Internal trainings will be provided together with details onboarding agenda

· Being a part of our team you will have the access to learning platforms such as Linkedin Learning & Degreed

· Staff and team events

· Peer-to-peer recognition program to enable feedback sharing and reward your achievements

· Benefits package: Multisport card, private medical coverage Medicover, life insurance, Benefit platform allowing to purchase cinema, theatre tickets, sport activities etc.

· A possibility to engage in charity