SMB Customer experience Executive at NielsenIQ in Lagos

The Position

The SMB Customer success Associate is in charge of carrying out specific customer assist-associated initiatives which includes the dispatch of status updates to our customers and/or service-oriented data assist, solution and triage, and agreement & order-to-bill implementation. The concentration is to produce high levels of customer satisfaction by supplying precise and perceptive responses that support to customer results.

Duties

• Assist daily connections at the customer, supporting to the accomplishment of customer satisfaction targets 
• Build efficient connections with customer delegates 
• Own status updates, which includes documentation servicing & maintenance, business problem evaluation, and initiative consolidation
• Offer learning to customers on NielsenIQ resources and initiatives 
• Trouble-shoot and settle customer questions connected with databases, software, coding, and other key components that effect customer outputs 
• Proceed to broaden expertise in customer business concerns and needs, NielsenIQ solutions, and the broader industry 
• Coordinate with other teams as necessary (e.g. processes, off-shore associates, tech, and data science) to solve customer business questions and questions 
• Track the advancement of questions against accepted performance thresholds and report to higher support tier any concerns to the suitable team 
• Build and sustain connections with other customer assist teams to guarantee quality and prompt performance thresholds are exceeded 
• Collaborate with Practice/In-store Reasoned Advising teams, Processes, and Data Science to guarantee all work is linked to customer business concerns and is fulfilled according to established timelines and in a way that supports to pushing customer results.

 Credentials

• Good comprehension of FMCG industry and practices 
• Reliable Expertise in NielsenIQ goods and solutions 
• 1-2 years NielsenIQ Customer support at Response and/or industry expertise 
• Good people skills – capability to formulate connections internally and at the customer company 
• Robust analytical abilities, with gradually diminishing oversight 
• Robust schedule control competencies and prioritization capability, with gradually diminishing oversight 
• Capable to address questions of moderate difficulty with almost zero oversight 
• Capable to take action on questions of higher difficulty with limited oversight 
• Robust narrative creation competencies, capable to take customers through the initiative presented and get their buy-in and fulfillment 
• Capable to mentor and assist Jr. Senior leaders 
• Robust levels of customers fulfillment accomplished, acknowledgement from the customer on a robust mentality to assist them, in addition to of the outcomes per se. 

Our Perks

• Adaptable operating environment
• Voluntary assistant leave
• LinkedIn Learning
• Employee-Support-Programme (EAP).