Customer Support Executive

NielsenIQ; Auckland; On-site; NZD 65,000 - 85,000; Full time

Benefits offered by this job

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Job summary

NIQ is seeking a Customer Support Associate to deliver excellent service across the Pacific region. You will support customer requests, coordinate with internal teams, and help drive continuous improvement to enhance the customer experience.

Working with Customer Success, BI, and Operations, you will monitor service delivery, gather feedback, and ensure issues are resolved efficiently while maintaining accuracy and strong client relationships. Flexible, hybrid work environment offered.

Qualifications

• Experience in customer service or a similar role.
• Strong organizational skills with multi-tasking ability.
• Confident with data, systems and operational processes.
• Excellent written and verbal English communication.

Responsibilities

• Provide timely and professional support for customer queries.
• Gather and share customer feedback to improve processes.
• Review service metrics and identify improvement opportunities.
• Coordinate service-related tasks to ensure delivery outcomes.
• Support customer setup and platform-related requests.
• Collaborate with Customer Success, BI, Operations and other teams.
• Follow processes and suggest efficiency improvements.
• Maintain accuracy, quality and customer focus.
• Meet service standards and KPIs.

Skills

Customer service

Organization

Data literacy

Communication

Problem solving

Teamwork

Attention to detail

Education

Tertiary qualification in related field

Experience in customer support or operations

Job description

The Customer Support Associate plays an important role in delivering excellent service to clients across the Pacific region. This role is responsible for supporting customer requests, maintaining strong client relationships, and ensuring queries are resolved accurately and efficiently. Working closely with internal teams, you will help coordinate customer support activities, monitor service delivery, and contribute to continuous improvement initiatives that enhance the customer experience. Provide timely and professional support for customer queries and requests. Gather and share customer feedback to help improve processes and service delivery. Review and monitor customer service metrics and identify opportunities for improvement. Manage and coordinate service-related tasks to ensure successful delivery outcomes. Support customer setup, maintenance, and ongoing data or platform-related requests. Work collaboratively with Customer Success, Business Intelligence, Operations, and other internal teams to resolve issues and meet client needs. Follow established processes and contribute ideas to improve efficiency and consistency. Maintain a high level of accuracy, quality, and customer focus in all work. Meet agreed service standards, KPIs, and turnaround times. Build strong working relationships with clients and internal stakeholders.

Responsibilities

• Provide timely and professional support for customer queries and requests.
• Gather and share customer feedback to help improve processes and service delivery.
• Review and monitor customer service metrics and identify opportunities for improvement.
• Manage and coordinate service-related tasks to ensure successful delivery outcomes.
• Support customer setup, maintenance, and ongoing data or platform-related requests.
• Work collaboratively with Customer Success, Business Intelligence, Operations, and other internal teams to resolve issues and meet client needs.
• Follow established processes and contribute ideas to improve efficiency and consistency.
• Maintain a high level of accuracy, quality, and customer focus in all work.
• Meet agreed service standards, KPIs, and turnaround times.

Previous experience

• Previous experience in customer service, customer support, business operations, administration, or a similar role.
• Strong organisational skills with the ability to manage multiple tasks and deadlines.
• Confidence working with data, systems, and operational processes.
• Good problem-solving and decision-making skills.
• Ability to work both independently and as part of a team.
• Strong attention to detail and commitment to delivering quality outcomes.
• Comfortable learning new systems, tools, and processes.
• Strong written and verbal English communication skills.

Preferred Qualifications

• Relevant tertiary qualification in Business, Commerce, Marketing, Information Systems, Statistics, Economics, or a related field; or
• Equivalent professional experience in a customer support, operational, or client-facing role.

Key Behaviours

• Customer-focused and solutions-oriented.
• Clear and professional communicator.
• Collaborative team player who builds positive working relationships.
• Proactive and takes ownership of tasks and outcomes.
• Adaptable and able to manage changing priorities.
• Comfortable working under pressure and seeking support when needed.
• Demonstrates accuracy, accountability, and a commitment to continuous improvement.

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.

For more information, visit NIQ.com

Want to keep up with our latest updates? Follow us on: LinkedIn | Instagram | Twitter | Facebook

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

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ's principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ's AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/