Job details

Customer Support Analyst

Job Description

NIQ Customer Support team is focusing on building positive customer experiences by offering outstanding customer-centric servicing, support resolution on customers’ concerns in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutions; and serves as a liaison between the Commercial team, Customer Success, and Operations. In this role you will execute against specific client support related activities, primary responsible for maintaining/enhancing customer relationships, responding to clients by focusing on resolution and triaging of client queries, and driving overall client satisfaction.

The contract will be signed for 1 year with the possibility of extension.

RESPONSIBILITIES 

Raise the bar on customer satisfaction by providing digital support and servicing to customers via NIQ Customer Service Online platform
Create consistent, memorable, and AI-enabled customer and employee experiences to support the NIQ growth agenda
Working with Customer Support Lead, Product Leader, and Customer Success team in building a client communication on Product Enhancement, Universe Update & Delivery Details
Build, upload, and manage local knowledge articles reflecting the latest local service evolution in the NIQ Customer Service Online platform
Communicate on Product Enhancement, Universe Update & Delivery Details to stakeholders
Provide clear and accurate responses as well as market expertise to stakeholders
Achieve competency in NIQ proprietary data mining platform and driving customer’s usage and adoption
Achieve competency in Microsoft Dynamics, manage dashboards to track and analyze Key Performance Indicators
Coordinate both local and international sales request as part of NIQ global network, driving NIQ’s bottom line across the organization

A LITTLE BIT ABOUT YOU 
Curiosity will bring you to understand where the market is moving and to provide business solutions based on the client's needs. Your chance to deliver high-quality client services at all the time is here, working together with our client business partners, while your communication skills will help you to adapt to the multi-diverse working culture. 

QUALIFICATIONS

Bachelor’s Degree from reputable universities
Preferably 1-2 year of experience in relevant field which required communication and analytical skills (e.g., account management, client servicing, business/market analyst, etc.)
Native Croatian + good client service skills and ability to communicate and write effectively in English
Understanding of growth and brand strategy 
Ability to work independently and comfortable working in a digitally enabled environment 
Knowledge of Microsoft Office
Basic knowledge in statistics would be an added advantage

WE OFFER

Work in an international, multicultural environment
Hybrid working type possibility
Internal Recognition Program
Mentoring - Mentee Program
Volunteer time off
Free LinkedIn Learning access that helps you discover and develop business, technology-related, and creative skills through over 20,000 courses available in 7 languages)
Free Employee Assistance Programs (EAP) - NIQ offers support to all associates and their families for their emotional well-being trough professional, timely and confidential counselling services on issues related to everyday concerns & problems, overcome emotional challenges, and maintain a healthy and balanced lifestyle.

#LI-PP1

Additional Information

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

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. 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. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion

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CEO of NielsenIQ

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Average salary estimate

$35000 / YEARLY (est.)

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$30000K

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What You Should Know About Customer Support Analyst, NielsenIQ

Join the vibrant team at NIQ as a Customer Support Analyst in the beautiful city of Zagreb, Croatia! In this role, you’ll be at the forefront of crafting exceptional customer experiences by providing top-notch service to our clients. Your main mission will be to resolve customer queries swiftly and effectively, enhancing their journey while utilizing our rich data and tools. This isn’t just about answering questions; it’s about building lasting relationships and loyalty among our customers. You’ll work closely with various teams, including Commercial, Customer Success, and Operations, to communicate vital updates and improvements in our offerings. Your analytical skills will come in handy as you manage knowledge articles and track performance indicators using Microsoft Dynamics, ensuring we continue to drive client satisfaction at every turn. Plus, it’s a great opportunity for you to develop your skills in a fully digital environment while collaborating in an international and multicultural workplace. With a 1-year contract and flexibility in working arrangements, this could be the next big step in your career. If you’re passionate about customer service and eager to make a difference, we’d love to have you aboard!

Frequently Asked Questions (FAQs) for Customer Support Analyst Role at NielsenIQ

What are the primary responsibilities of a Customer Support Analyst at NIQ?

As a Customer Support Analyst at NIQ, your primary responsibilities will include managing client support activities, addressing customer queries, and enhancing client relationships. You will be expected to utilize our tools effectively, provide clear communication on product updates, and create knowledge articles to keep our customers informed. Your focus will be on driving customer satisfaction through exceptional service and support.