Global Product Specialist

GLOBAL PRODUCT SPECIALIST - NORWICH (OR WARSAW, PRAGUE, BRATISLAVA, BUDAPEST, HOUTEN, BRUSSELS)


About the job 
Nielsen Brandbank 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 Nielsen Brandbank, we work diligently to provide best-in-class solutions, using an incremental delivery approach to develop new & existing products.

The Global Product Support Specialist within Nielsen Brandbank is responsible for providing high-quality customer service to our global clients across all of our products.
In this position, your responsibility will be to monitor and promote best practice usage across our products to drive customer satisfaction to protect future renewals. Completing quarterly review calls with our clients to measure success will be a key part of the role, as well as training and sharing knowledge for new starters and our customers.   

It’s important to note that this job can be performed both from Norwich, as well as from other locations in the UK and Europe where we have our Brandbank offices (Poland, Czech Republic, Slovakia, Hungary, Netherlands, Belgium).

Responsibilities 

• Daily product support to our global customers via the use of Freshdesk.  
• Onboarding new customers following the processes in place.   
• Providing demos of the service to external and internal users.  
• Maximizing the customer usage of products through monitoring, measuring, and communication. 
• Increasing retention through effective usage of the products and excellent customer satisfaction. 
• Ensuring customer queries are responded to across the appropriate Freshdesk channels and within the specified SLAs. 
• Completing quarterly reviews using the review process and tracking documentation in place.  
• Facilitate the development and sharing of product knowledge within the wider business. 
• Support and facilitate product training for customers and associates when required. 
• Identifying business improvement areas to support continual product service improvement for our customers. 
   

About you 
You possess the first working experience, ideally in a customer support, client-facing role. You are a self-starter, able to deal with multiple tasks, and know how to prioritize workload. Conducting training sounds exciting for you and working in Excel does not scare you away. If you would like to build a career in a data-driven environment this job is definitely for you! 
 

Qualifications 

• First professional working experience, ideally in a Customer Service role, in a Business to Business environment 
• Experience within the FMCG industry is advantageous but not essential 
• Intermediate knowledge of Ms Excel 
• Fluent English 
• Ability to be proactive when it comes to reviews and following up on tickets
• Able to think critically and identify process improvement areas across multiple business functions 
• Excellent listening, communication and organizational skills and highly self-motivated
• Experience in working across functions to improve customer success
• Can-do attitude, problem solver, show initiative and seeks advice where necessary from colleagues. 
• Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction and Success 
• Proven ability to work collaboratively as part of a diverse team, in a fast-paced environment 

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About NielsenIQ 

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge.  We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.