Customer Support Executive

📍 Job Overview

• Job Title: Customer Support Executive
• Company: NielsenIQ
• Location: Szczecin, Zachodniopomorskie, Poland
• Job Type: Full-time
• Category: Customer Service
• Date Posted: 2025-06-23
• Experience Level: Entry-level to Intermediate
• Remote Status: On-site/Hybrid

🚀 Role Summary

• Serve as the first point of contact for NIQ Brandbank's supplier clients, providing excellent customer support across various communication channels.
• Collaborate with cross-functional teams to ensure superior service delivery and drive process improvements.
• Develop a deep understanding of NIQ Brandbank's core services and additional value-added services to effectively address client queries.
• Schedule product deliveries, manage operational queries, and support the operations team to maintain high service standards.

📝 Enhancement Note: This role focuses on delivering exceptional customer support, acting as a bridge between NIQ Brandbank's clients and internal teams. Strong communication skills, problem-solving abilities, and a customer-centric mindset are crucial for success in this position.

💻 Primary Responsibilities

• Customer Support: Respond to client queries via telephone, email, or online communication channels, ensuring timely resolution within agreed business service level agreements (SLAs).
• Service Delivery: Develop a comprehensive understanding of NIQ Brandbank's services to provide accurate information and resolve client issues effectively.
• Operational Support: Coordinate product deliveries, manage operational queries, and collaborate with the operations team to maintain high service standards.
• Process Improvement: Work with the Account Manager team and other business functions to implement general process improvements, enhancing overall service quality.
• Reporting: Prepare regular reports according to customer and business needs.

📝 Enhancement Note: The primary focus of this role is to provide outstanding customer support, ensuring client satisfaction and driving service excellence. Proactive communication, attention to detail, and a commitment to continuous improvement are essential for success in this role.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant coursework or a degree in a related field would be an asset.

Experience: Previous experience in a customer service role, ideally in a business-to-business (B2B) environment, is essential. Candidates with strong communication skills and a proven track record of delivering excellent customer support are encouraged to apply.

Required Skills:

• Fluency in English and Polish (required)
• Strong communication skills (written and verbal)
• Excellent listening and problem-solving skills
• Ability to work effectively under pressure and manage multiple tasks
• Strong organizational skills and attention to detail
• Proficiency in using customer service software and tools

Preferred Skills:

• Experience in a similar role within the FMCG industry
• Knowledge of NielsenIQ's products and services
• Familiarity with customer service metrics and key performance indicators (KPIs)
• Basic data analysis skills

📝 Enhancement Note: Candidates with a strong customer service background, excellent communication skills, and a proven ability to thrive in a fast-paced environment will excel in this role. Familiarity with customer service metrics and data analysis will be beneficial but is not strictly required.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role is not explicitly stated. Based on market research and industry standards for entry-level to intermediate customer service roles in Szczecin, Poland, the estimated salary range is approximately 3,500 - 5,000 PLN gross per month.

Benefits:

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

Working Hours: The working hours for this role are from 15:00 to 23:00, with a total of 40 hours per week.

📝 Enhancement Note: The salary range provided is an estimate based on market research and industry standards. Actual compensation may vary depending on factors such as experience, qualifications, and company-specific policies. NielsenIQ offers a competitive benefits package, including flexible working arrangements and professional development opportunities.

🎯 Team & Company Context

🏢 Company Culture

Industry: NielsenIQ is a global consumer intelligence company, delivering insights and analytics to help businesses make informed decisions. The company operates in the market research and data analytics industry, focusing on the consumer packaged goods (CPG) and retail sectors.

Company Size: NielsenIQ is a large, global organization with operations in over 100 markets, covering more than 90% of the world's population. As of 2023, the company has combined with GfK, creating an even more extensive global reach.

Founded: NielsenIQ was founded in 2023, following the merger of Nielsen and IQ, with a history dating back to 1923 (Nielsen) and 1934 (IQ).

Team Structure:

• The Customer Support team is part of the broader Commercial team, working closely with Account Managers to ensure excellent service delivery to NIQ Brandbank's clients.
• The team is responsible for handling client queries, scheduling product deliveries, and supporting the operations team to maintain high service standards.

Development Methodology:

• NielsenIQ follows a data-driven approach, utilizing advanced analytics and state-of-the-art platforms to deliver insights and drive growth for its clients.
• The company employs agile methodologies to foster innovation and continuous improvement in its operations.

Company Website: https://nielseniq.com/

📝 Enhancement Note: NielsenIQ is a large, global company with a strong focus on data-driven insights and analytics. The company's culture emphasizes collaboration, innovation, and continuous improvement, providing ample opportunities for professional growth and development.

📈 Career & Growth Analysis

Customer Support Executive Role Level: This role is typically an entry-level to intermediate position within the customer service function. The primary responsibilities include handling client queries, scheduling product deliveries, and supporting the operations team to maintain high service standards.

Reporting Structure: The Customer Support Executive reports directly to the Customer Support Manager or a similar role within the Customer Support team. The team works closely with the Account Manager team and other business functions to ensure superior service delivery and drive process improvements.

Technical Impact: The Customer Support Executive plays a crucial role in maintaining client satisfaction and driving service excellence. By effectively handling client queries and collaborating with internal teams, the role directly impacts NIQ Brandbank's reputation and client retention.

Growth Opportunities:

• Career Progression: With strong performance and relevant experience, Customer Support Executives may progress to roles such as Senior Customer Support Executive, Team Lead, or Customer Support Manager.
• Skill Development: NielsenIQ offers professional development opportunities, including LinkedIn Learning, to help employees enhance their skills and advance their careers.
• Technical Leadership: As employees gain experience and expertise, they may have the opportunity to take on more strategic roles, driving service improvements and influencing company-wide processes.

📝 Enhancement Note: The Customer Support Executive role offers a clear career progression path, with opportunities for skill development and advancement within the customer service function and beyond. NielsenIQ's commitment to professional development and continuous improvement provides ample opportunities for employees to grow and succeed in their careers.

🌐 Work Environment

Office Type: NielsenIQ's Szczecin office is a modern, collaborative workspace designed to foster innovation and productivity. The office is equipped with state-of-the-art technology and tools to support the team's work and facilitate communication with clients and colleagues worldwide.

Office Location(s): The Szczecin office is located at Cyfrowa 4 Floor 1, No. C.1.08, C.1.17, C.1.11, Szczecin, Poland.

Workspace Context:

• Collaborative Environment: The office encourages cross-functional collaboration and teamwork, with open-plan workspaces and dedicated meeting areas for team discussions and brainstorming sessions.
• Technology & Tools: NielsenIQ provides employees with access to the latest technology and tools to perform their jobs effectively, including customer service software, data analytics platforms, and communication tools.
• Work-Life Balance: NielsenIQ offers a flexible working environment, allowing employees to balance their work and personal lives more effectively.

Work Schedule: The working hours for this role are from 15:00 to 23:00, with a total of 40 hours per week. The role follows a hybrid work arrangement, with employees working on-site and remotely as needed.

📝 Enhancement Note: NielsenIQ's Szczecin office provides a modern, collaborative workspace designed to support the team's work and facilitate communication with clients and colleagues worldwide. The company's commitment to work-life balance and flexible working arrangements ensures that employees can maintain a healthy work-life balance while delivering exceptional customer support.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess communication skills, customer service experience, and cultural fit.
2. In-depth Interview: A more comprehensive interview to discuss the role's responsibilities, required skills, and working conditions. This may include behavioral and situational questions to evaluate problem-solving skills and customer service aptitude.
3. Final Interview: A meeting with the hiring manager or a member of the senior leadership team to discuss the candidate's fit for the role and the company's long-term goals.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: NielsenIQ's interview process is designed to assess candidates' communication skills, customer service experience, and cultural fit. By focusing on behavioral and situational questions, the company aims to identify candidates with strong problem-solving skills and a customer-centric mindset.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Service Values:

• Customer-Centric: NielsenIQ prioritizes customer satisfaction and strives to deliver exceptional service to its clients. The Customer Support team is committed to understanding client needs and exceeding expectations in every interaction.
• Collaboration: The company fosters a collaborative culture, encouraging teamwork and cross-functional collaboration to drive service excellence and innovation.
• Continuous Improvement: NielsenIQ is committed to continuous improvement, regularly reviewing and enhancing its processes and services to better meet client needs and exceed industry standards.
• Integrity: The company upholds the highest ethical standards, ensuring that all interactions with clients and colleagues are honest, transparent, and respectful.

Collaboration Style:

• Cross-Functional Integration: The Customer Support team works closely with the Account Manager team and other business functions to ensure superior service delivery and drive process improvements.
• Code Review Culture: (N/A for this role)
• Knowledge Sharing: NielsenIQ encourages knowledge sharing and learning from colleagues, fostering a culture of continuous professional development and growth.

📝 Enhancement Note: NielsenIQ's customer service values emphasize customer-centricity, collaboration, continuous improvement, and integrity. The company's collaborative culture encourages teamwork and knowledge sharing, driving service excellence and innovation.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High Volume of Queries: Customer Support Executives must be able to handle a high volume of client queries efficiently and effectively, managing their time and priorities to ensure timely resolution.
• Complex Queries: Some client queries may be complex, requiring Customer Support Executives to exercise strong problem-solving skills and a deep understanding of NIQ Brandbank's services to provide accurate and timely solutions.
• Escalation Management: In some cases, Customer Support Executives may need to escalate complex or sensitive issues to more senior team members or other departments. Effective communication and collaboration skills are essential to ensure seamless escalation and resolution.

Learning & Development Opportunities:

• Product Knowledge: Customer Support Executives are expected to develop a comprehensive understanding of NIQ Brandbank's core services and additional value-added services to effectively address client queries and provide accurate information.
• Process Improvement: By working closely with the Account Manager team and other business functions, Customer Support Executives have the opportunity to drive process improvements and enhance overall service quality.
• Leadership Development: As employees gain experience and expertise, they may have the opportunity to take on more strategic roles, driving service improvements and influencing company-wide processes.

📝 Enhancement Note: The Customer Support Executive role presents unique challenges and opportunities for growth and development. By effectively managing high query volumes, complex issues, and escalations, Customer Support Executives can drive service excellence and enhance their problem-solving and leadership skills.

💡 Interview Preparation

Technical Questions:

• Customer Service Scenarios: Candidates should be prepared to discuss their experience handling customer service scenarios, demonstrating their problem-solving skills, communication abilities, and customer-centric mindset.
• Process Improvement: Candidates should be familiar with customer service metrics and key performance indicators (KPIs), and be able to discuss their experience driving process improvements and enhancing service quality.
• Product Knowledge: Candidates should have a solid understanding of NIQ Brandbank's core services and additional value-added services, and be able to discuss their experience providing accurate and timely information to clients.

Company & Culture Questions:

• Customer Service Culture: Candidates should be familiar with NielsenIQ's customer service values and be able to discuss their alignment with the company's commitment to customer satisfaction and continuous improvement.
• Team Dynamics: Candidates should be prepared to discuss their experience working in a collaborative, cross-functional team environment and their ability to thrive in a fast-paced, dynamic work setting.
• Adaptability: Candidates should be able to discuss their ability to adapt to change and learn new processes and technologies as needed to drive service excellence and innovation.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: NielsenIQ's interview process focuses on assessing candidates' customer service experience, problem-solving skills, and cultural fit. By preparing for customer service scenarios, process improvement discussions, and product knowledge assessments, candidates can demonstrate their qualifications and commitment to driving service excellence.

📌 Application Steps

To apply for this Customer Support Executive position at NielsenIQ:

1. Submit Your Application: Visit the application link provided and submit your resume, highlighting your customer service experience, communication skills, and relevant qualifications.
2. Prepare for Phone/Video Screen: Review common customer service scenarios and prepare thoughtful responses that demonstrate your problem-solving skills and customer-centric mindset.
3. Research NielsenIQ: Familiarize yourself with the company's products, services, and customer service values to ensure a strong cultural fit and alignment with the company's commitment to customer satisfaction and continuous improvement.
4. Practice Interview Questions: Prepare for a range of interview questions, focusing on your customer service experience, problem-solving skills, and cultural fit. Utilize the interview preparation tips provided to ensure a strong performance throughout the interview process.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer service industry-standard assumptions. All details should be verified directly with NielsenIQ before making application decisions.