Job Description
Support day to day contacts at the client, contributing to the achievement of client satisfaction targets.
Responsibilities
● Support day to day contacts at the client, contributing to the achievement of client satisfaction targets
● Build effective relationships with client representatives
● Own reporting, including report maintenance, business issue analysis, and solution integration
● Provide training to clients on Nielsen tools and solutions
● Trouble-shoot and resolve client inquiries related to databases, software, coding, and other key aspects that impact client deliverables
● Continue to broaden knowledge of client business issues and needs, Nielsen services, and the broader industry
● Liaise with other teams as necessary (e.g. operations, off-shore partners, technology, and data science) to solve client business questions and inquiries
● Monitor the progress of inquiries against agreed service levels and escalate any issues to the appropriate team
● Build and maintain relationships with other client support teams to ensure quality and timely service levels are exceeded
● Work closely with Practice/Retail Analytic Consulting teams, Operations, and Data Science to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes
Qualification
● Good understanding of FMCG industry and trends
● Solid Knowledge of Nielsen products and services
● 1-2 years Nielsen Client Service at Response and/or industry experience
● Participation in a Project
● Good interpersonal skills – ability to develop relationships internally and at the client organization
● Strong problem-solving skills, with gradually declining supervision
● Strong time management skills and prioritization ability, with gradually declining supervision
● Able to respond to inquiries of moderate complexity with almost zero supervision
● Able to respond on enquiries of higher complexity with limited supervision
● Strong storytelling skills, able to take clients through the solution offered and get their buy-in and satisfaction
● Able to coach and support Jr. Executives
● Strong levels of clients satisfaction achieved, acknowledgement from the client on a strong mindset to help them, as well as of the results per se.
Location: Lagos, Nigeria.
Apply: CUSTOMER SUCCESS EXECUTIVE
