Job Description
This position can be located in Brussels (Belgium) or in Nieuwegein (The Netherlands)


Client Service Specialist will be responsible for a portfolio of accounts with overall responsibility for service delivery across this portfolio. You will be responsible for achieving Monthly Service KPI’s, as well as ensuring key business metrics around timeliness, quality, and coverage are maintained effectively.
If you thrive on giving your customers 5-star service, have a can-do attitude and are looking for a diverse and challenging next step then this role is for you! We are looking for an organised, helpful and pragmatic person to join our Client Service team.


Your missions

• Responsible for delivering first class service levels across your supplier portfolio and prioritising a fast-paced workload; dealing with multiple stakeholders within your customer base to ensure they are getting full value from the Nielsen IQ Brandbank service. This will include providing support and training to your customer base to ensure they are working with Nielsen IQ Brandbank in a mutually beneficial manner.
  
• Scheduling product deliveries around our workflow capacity and responding to queries, both internal and external, within agreed business SLAs across Freshdesk, Salesforce and internal query systems.
  
• Developing a comprehensive understanding of the core Nielsen IQ Brandbank service, as well as any additional software services, to ensure you can service them effectively, track customer usage against allowance, and answer any queries that your customer base might raise. You will then use this knowledge to identify any business improvement areas to support continual service improvement for your customer base.
  
• Building a rapport with your customer base to support both revenue growth and customer satisfaction via regular communication, to understand their service requirements and identify potential areas where Nielsen Brandbank can further support their business objectives. This can include identifying Key Stakeholders or decision makers to support the Client Deveopment Executives in generation of further revenue.
  
• Regular reporting according to customer and business needs, along with Service specific tasks to be carried out on a weekly and monthly basis.
  
• Identifying business improvement areas to support continual service improvement for your customer base, and working with relevant functions within the Nielsen IQ Brandbank business to ensure these are implemented.
  

You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you are capable of carrying out, or for which you will be trained. There may be requirements for travel, both nationally and internationally, as part of this role.


Your Profile

• Experience in a Customer Service role, with a proven ability to work collaboratively as part of a diverse team, in a fast-paced environment.
• This position requires fluent DUTCH and professional English
• Experience in a Customer Service role, with a proven ability to work collaboratively as part of a diverse team, in a fast-paced environment.
• Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction.
• Proven ability to develop customer engagement in a product and / or service
• Highly organised and able to prioritize workload, with excellent attention to detail.
• Excellent communication skills, both written and verbal, with strong presentation skills and the ability to network effectively.

What we offer
NIQ offers flexible working hours and working from home, helping you to create a work/life balance that fits the best for your personal situation. Moreover, you will experience a dynamic, open, international and solution-oriented environment. You’ll be trained on-the-job to develop your skills and experience.
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Additional Information
Our Benefits

• Flexible working environment
• Volunteer time off
• Linked In 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 Gf K, 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