Customer Support leader

Nielsen Consumer LLC; Sharjah; On-site; AED 150,000 - 200,000; Full time

Job summary

A leading company in IT Software Services is seeking a Customer Support Leader to manage a dedicated team. This role involves ensuring high-quality service delivery, driving customer satisfaction, and leading operational excellence. The ideal candidate will have extensive experience in market research and strong leadership skills, fostering a customer-centric culture within the team. Join us to make a meaningful impact on client success!

Qualifications

• 15+ years in market research, preferably at NIQ.
• 10+ years of people management experience.

Responsibilities

• Lead a team to deliver high-quality customer service.
• Monitor performance metrics and improve service efficiencies.
• Build strong customer relationships through empathy.

Skills

Leadership

Communication

Analytical Thinking

Problem Solving

Job description

As the Customer Support Leader for EEEMA, you will play a pivotal role by managing a dedicated team of Customer Support associates. Your key responsibilities will include ensuring that we deliver consistent, high-quality service and adhere to governance standards while enhancing our clients' understanding and confidence in NIQ data. Success in this position requires a solid grasp of each client's unique business needs and deep expertise in NIQ solutions.

More than just a strategic thinker, you will serve as an inspiring leader, guiding a passionate team toward operational excellence. Your efforts will drive growth and ensure exceptional customer satisfaction, making a meaningful impact on our clients and their success. Join us in this exciting opportunity to lead and innovate in customer support!

Responsibilities:

1. Lead the team with a focus on delivering an unmatched service experience characterized by speed, accuracy, and solutions-oriented approaches.
2. Collaborate with internal teams including Consulting, Analytics & Insights, Sales, Operations, Data Science, and the Global Customer Service Centre to connect work to client business issues and ensure timely delivery that drives client outcomes.
3. Monitor and analyze key performance metrics, identify trends and opportunities for improvement, and take corrective actions to meet service goals.
4. Build and maintain strong customer relationships through empathy, active listening, and a genuine commitment to satisfaction.
5. Manage escalations, present to clients, and execute issue resolution across the NIQ network.
6. Create an environment that encourages a solution mindset and leverages best practices.
7. Enhance service efficiencies and improve NPS and tNPS scores.
8. Identify emerging issues and quality trends, regularly flag areas for improvement, and suggest product development needs for the product roadmap where necessary.
9. Stay updated on product updates (e.g., Discover new release, Omni) and company news to provide knowledgeable support and guidance to customers.
10. Foster a customer-centric culture within the team, emphasizing empathy, active listening, and a commitment to customer satisfaction.

Desired Candidate Profile

Qualifications

1. 15+ years of experience in market research, preferably at NIQ, with good exposure to Retail Measurement processes.
2. A broad understanding of client sales and marketing issues.
3. Management and process skills with 10+ years of people management experience demonstrating strong team engagement results.
4. Proven track record in driving change, process improvements, and automation.
5. Experience in finance, including productivity and P&L management.
6. Strong project management skills with a problem-solving mindset.
7. Tech-savvy and enthusiastic about operational efficiency.
8. Excellent communication and stakeholder management skills.
9. Analytical thinker with a client-centric approach.
10. High integrity, adaptable, and proactive.
11. Fluent in business English (written and spoken).

Company Industry

• IT - Software Services

Department / Functional Area

• Helpdesk
• Customer Service
• Telecalling

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