Customer Support

NielsenIQ; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading consumer intelligence company is seeking a Customer Support Executive in Mexico, Ciudad de México, to act as the first line of support for NIQ Brandbank supplier clients. The role involves responding to queries across various communication channels, maintaining high service quality, and achieving Customer Satisfaction targets. Candidates should have experience in customer support, be fluent in English, and possess excellent communication skills. The company offers a flexible working environment and additional benefits.

Servicios

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee Assistance Program (EAP)

Formación

• Proven ability to work collaboratively in a fast-paced environment.
• Strong time management skills and attention to detail.
• General interest in FMCG and eCommerce is a plus.

Responsabilidades

• Act as the first line of support for NIQ Brandbank supplier clients.
• Respond to queries across telephone, email, and online channels.
• Work with Account Managers to ensure high-quality service delivery.

Conocimientos

Fluent English language

Experience in a Customer Support role

Ability to meet multiple business KPI’s

Collaborative work in a team

Excellent communication skills

Descripción del empleo

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.

Qualifications

• 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

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee Assistance Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state‑of‑the‑art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

Our Commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit https://nielseniq.com/global/en/news-center/diversity-inclusion.