Junior Customer Experience Executive

The Client Service Executive 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.

If you thrive on giving your customers 5-star service, have a can-do attitude and are looking for a diverse and challenging next step then this role is for you! We are looking for an organised, helpful and pragmatic person to join our Client Service team.

Your missions

• 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 NielsenIQ Brandbank service. This will include providing support and training to your customer base to ensure they are working with NielsenIQ 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 NielsenIQ 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 Deveopment Executives 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.
• Identifying business improvement areas to support continual service improvement for your customer base, and working with relevant functions within the NielsenIQ Brandbank business to ensure these are implemented.

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.

Your Profile

• Experience in a Customer Service role, with a proven ability to work collaboratively as part of a diverse team, in a fast-paced environment.
• This position requires fluent DUTCH and professional English
• 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.

What we offer

NIQ offers flexible working hours and working from home, helping you to create a work/life balance that fits the best for your personal situation. Moreover, you will experience a dynamic, open, international and solution-oriented environment. You’ll be trained on-the-job to develop your skills and experience.

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