Customer Service

About the Job

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 DACH support team, where knowledge dissemination and projects across our DACH region is our main priority.  

The position is mainly concerned with handling day-to-day customer inquiries from all our customers using our different platforms and with our Western European team contributing to developing our support services to the highest standards.  

Working in our Customer Support 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 Responsibilities

• Deliver exceptional customer service by promptly and effectively addressing customer inquiries. 

• 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 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. 

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 is nice to have 
• 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 acquire new systems knowledge. 
• Fluent in German and English (oral and written) preferred. 

About you

• You are outgoing and comfortable with conducting client training for several people. 
• Good skills to build relationships both internally and with customers. 
• Understand numbers and like to work with analysis of numbers 

What You Get

• Private Medical Insurance
• Flexible working environment 
• Learning & Development 
• Great team culture 

#LI-Hybrid

#LI-Ebuka

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

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

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion