Client Response Executive

at  NIELSENIQ

Job Description
Customer Response Executive - make the difference for our clients and their businesses.
As a Customer Support Executive at Nielsen, you will be working as part of a team who provide support to some of the largest brands and manufacturers in the FMCG Industry. Furthermore, you will be part of an established Nordic support team, where knowledge dissemination and projects across our Nordic region is our main priority.
The position is mainly around handling day-to-day customer inquiries from all our customers using our different platforms and with our Nordic team contributing to developing our support services to the highest standards. The role will also include conducting client training on our software, both online and face 2 face.
Working in our Client Response department will give you a solid understanding of our business and a broad network within the organization and with our customers. The work is varied and exciting, and you can come up with ideas and contribute to changes and improvements.

YOUR BACKGROUND AND EXPERIENCE:

• Relevant commercial education at minimum bachelor level.
• Experience with B2B customer support and training is an advantage.
• Basic understanding of FMCG industry
• A proven customer service background
• A passion for technology and learning new systems.
• Experience with working with Dynamics or some CRM tool.
• You are outgoing and comfortable with conducting client training for several people.
• Good skills to build relationships both internally and with customers.
• Have the willingness and ability to acquire knowledge and develop the role.
• Have a passion for delivering the best customer support.
• Are team-oriented and emphasizes sharing your knowledge and experiences?
• Work in a structured way and can handle many tasks at the same time.
• Have good IT skills, and quickly acquires new systems knowledge.
• Understand numbers and like to work with analysis of numbers?
• Fluent in Danish language and English (oral and written)

• Deliver exceptional customer service by promptly and effectively addressing customer inquiries through phone, email, and soon, live chat in Microsoft Dynamic.
• Develop a deep understanding of our RMS products and of our services to provide accurate information and personalized solutions to customers.
• Coordinate with various internal teams, including Sales, Operation, Technical Support, and Product Development, to ensure a seamless customer experience and timely resolution of issues.
• Troubleshoot and resolve customer concerns, identifying opportunities for process improvements and collaborating with relevant teams to implement changes.
• Build and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine commitment to their satisfaction.
• Keep accurate records of customer interactions, track key performance metrics, and share valuable insights with relevant stakeholders to drive continuous improvement.
• Stay up-to-date on product updates (Discover new release, Omni, etc.) , and company news to provide knowledgeable support and guidance to customers.