📍 Job Overview

Job Title: Junior Customer Support Associate (University graduates suitable)
Company: NielsenIQ
Location: Sofia, Sofia-Grad, Bulgaria
Job Type: Full-time
Category: Customer Support
Date Posted: June 23, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: On-site

🚀 Role Summary

Serve as the primary point of contact for NielsenIQ's FMCG manufacturer clients, managing daily communication and ensuring client satisfaction.
Drive the adoption of automated client servicing and business intelligence platforms, including the NielsenIQ Service Suite platform.
Troubleshoot and resolve client inquiries related to data quality, trends, methodology, and other aspects of NielsenIQ products and services.
Collaborate with internal teams to solve client business questions and drive various initiatives.
Develop analysis and provide insights and recommendations for clients, including coverage analysis and simple data-related answers.

📝 Enhancement Note: This role requires strong communication skills and the ability to work effectively with clients and internal teams. Familiarity with the FMCG industry and an interest in learning about NielsenIQ's products and services will be essential for success in this position.

💻 Primary Responsibilities

Client Management: Manage daily communication and servicing of NielsenIQ's FMCG manufacturer clients, contributing to the achievement of client satisfaction targets.
Platform Adoption: Participate in the NielsenIQ service model transformation by driving the adoption of automated client servicing and business intelligence platforms.
Training & Support: Conduct client trainings on NielsenIQ tools and solutions, and troubleshoot client inquiries related to data quality, trends, methodology, and other key aspects of NielsenIQ products and services.
Content Creation: Optimize workload by creating articles for NielsenIQ adopted BI platforms on various predefined topics and directing clients to self-serve.
Sales Support: Assist sales experts with identifying sales opportunities, pricing, contract negotiations, and documentation.
Expertise & Collaboration: Be an expert in NielsenIQ products, methodology, and FMCG industry trends, and work regularly with other teams to solve client business questions and drive different initiatives.
Regional Client Management: For regional clients, maintain regular communication with the client's business partner or internal NielsenIQ regional account, in line with the client tier and contract scope.
Data Analysis: Develop analysis and provide insights and recommendations for clients, including coverage analysis and simple data-related answers.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field (e.g., Business, Marketing, or a related discipline).

Experience: Entry-level position; relevant internship or work experience in customer support, client servicing, or a related field is a plus.

Required Skills:

Strong communication skills – very good English (written and spoken)
Ability to work in a digital-enabled environment and adopt modern web platforms
Experience with PowerBI, Outlook, Microsoft Excel, PowerPoint, and other Microsoft tools
Interest in the FMCG industry
Ability to communicate and work with associates at all levels in the organization
Ability to build relationships across countries and cultures
Excellent organizational skills to track data deliveries and execute client servicing according to contractual agreements
Ability to meet strict deadlines and manage client expectations

Preferred Skills:

Familiarity with NielsenIQ products, methodology, and FMCG industry trends
Experience working with client relationship management (CRM) software
Knowledge of data analysis tools and techniques

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

💵 Compensation & Benefits

Salary Range: The salary range for this position is not specified. According to Glassdoor, the average salary for a Junior Customer Support Representative in Sofia, Bulgaria, is around 1,200 BGN (Bulgarian Lev) per month, which is approximately €620 (EUR) or $680 (USD) at the time of writing. This estimate may vary based on experience, skills, and company-specific compensation practices.

Benefits:

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

Working Hours: Full-time position with standard business hours, Monday to Friday. Occasional overtime may be required to meet project deadlines or client needs.

📝 Enhancement Note: The provided salary range is an estimate based on market research and may vary depending on the candidate's skills, experience, and the company's compensation policies. It is recommended to research and consider the cost of living in Sofia, Bulgaria, when evaluating the salary offer.

🎯 Team & Company Context

Company Culture:

Industry: Market research and consumer insights
Company Size: Large (10,001+ employees)
Founded: 1923 (as Nielsen; merged with IRI in 2018 to form NielsenIQ)

Team Structure:

The Customer Success team is responsible for maintaining and developing effective client partnerships.
The team works closely with other departments, such as Operations, Reporting, and Data Science, to solve client business questions and drive various initiatives.
The role reports directly to the Customer Success Manager.

Development Methodology:

NielsenIQ follows a modern service team approach, focusing on transforming the way they serve clients by introducing new and updated tools and platforms.
The company emphasizes effective client servicing, quick and easy communication, and the adoption of automated client servicing and business intelligence platforms.

Company Website: NielsenIQ

📝 Enhancement Note: NielsenIQ is a global leader in consumer intelligence, delivering the most complete understanding of consumer buying behavior. The company's commitment to innovation, data-driven insights, and client-centric approach creates an environment that values continuous learning and improvement.

📈 Career & Growth Analysis

Customer Support Career Level: Entry-level to mid-level, with opportunities for growth and progression within the Customer Success team and across NielsenIQ's various departments.

Reporting Structure: The Junior Customer Support Associate reports directly to the Customer Success Manager.

Technical Impact: This role has a direct impact on client satisfaction, retention, and growth by ensuring effective communication, troubleshooting, and data-driven insights.

Growth Opportunities:

Career Progression: With experience and proven performance, associates may advance to Senior Customer Support Associate, Customer Success Manager, or other related roles within NielsenIQ.
Skill Development: Associates have the opportunity to develop their skills in client management, data analysis, and platform adoption, as well as gain exposure to the FMCG industry and NielsenIQ's products and services.
Leadership Potential: As associates grow within their roles, they may have the opportunity to mentor new team members, lead projects, or contribute to strategic decision-making processes.

📝 Enhancement Note: NielsenIQ's commitment to employee growth and development, along with its global presence and diverse client base, provides associates with numerous opportunities to expand their skills, gain experience, and advance their careers.

🌐 Work Environment

Office Type: Modern, collaborative work environment with a focus on digital enablement and the adoption of new tools and platforms.

Office Location(s): 47 A, Tsarigradsko shosse Blvd, Sofia, Bulgaria

Workspace Context:

NielsenIQ's Sofia office provides a collaborative workspace with access to modern tools and technologies, fostering effective communication and teamwork.
Associates have access to multiple monitors and testing devices to ensure high-quality client servicing and data analysis.
The office encourages cross-functional collaboration between customer support, sales, operations, and other teams to drive client success and business growth.

Work Schedule: Standard business hours, Monday to Friday, with occasional overtime as needed to meet project deadlines or client needs.

📝 Enhancement Note: NielsenIQ's Sofia office offers a dynamic and collaborative work environment, with a strong focus on digital enablement and client-centricity. Associates can expect to work in a modern, well-equipped office that supports effective communication, teamwork, and client success.

📄 Application & Technical Interview Process

Interview Process:

Resume Screening: NielsenIQ will review applicants' resumes and cover letters to ensure they meet the required qualifications and experience for the role.
Phone/Video Screen: Shortlisted candidates will participate in a phone or video call with the hiring manager or a member of the HR team to discuss their application, experience, and motivation for the role.
On-site Interview: Candidates who pass the phone/video screen will be invited to an on-site interview at NielsenIQ's Sofia office. The interview may include:
- Behavioral questions to assess the candidate's problem-solving skills, communication, and client management abilities.
- Scenario-based questions to evaluate the candidate's understanding of the FMCG industry, NielsenIQ products, and client servicing best practices.
- A case study or data analysis exercise to demonstrate the candidate's analytical skills and ability to provide insights and recommendations to clients.
Final Decision: NielsenIQ will make a final decision based on the candidate's performance throughout the interview process and their fit with the company's culture and values.

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, problem-solving, and analytical skills, as well as their understanding of the FMCG industry and client servicing best practices. Candidates should be prepared to discuss their relevant experience, provide examples of their achievements, and demonstrate their ability to work effectively with clients and internal teams.

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

👥 Team Culture & Values

Customer Support Values:

Client-centricity: NielsenIQ's Customer Success team is dedicated to understanding and meeting the unique needs of each client, ensuring their satisfaction and driving their business growth.
Collaboration: The team works closely with other departments, such as Operations, Reporting, and Data Science, to solve client business questions and drive various initiatives.
Continuous learning: NielsenIQ encourages associates to develop their skills and knowledge, staying up-to-date with industry trends, best practices, and new tools and platforms.
Expertise: Associates are expected to be experts in NielsenIQ products, methodology, and FMCG industry trends, providing clients with accurate and insightful information and recommendations.

Collaboration Style:

Cross-functional integration: The Customer Success team works closely with other departments, such as Sales, Operations, and Data Science, to ensure effective client servicing, troubleshooting, and data-driven insights.
Code review culture: NielsenIQ encourages associates to review each other's work, providing feedback and suggestions to improve the quality of client servicing and data analysis.
Knowledge sharing: Associates are encouraged to share their knowledge and expertise with their colleagues, fostering a collaborative and supportive work environment.

📝 Enhancement Note: NielsenIQ's Customer Success team values client-centricity, collaboration, and continuous learning, creating an environment that supports effective communication, problem-solving, and data-driven insights. Associates can expect to work in a dynamic and supportive team, with opportunities to develop their skills and advance their careers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Client management: Managing daily communication and servicing for multiple clients, ensuring their satisfaction and driving their business growth.
Platform adoption: Driving the adoption of automated client servicing and business intelligence platforms, including the NielsenIQ Service Suite platform, and troubleshooting any related issues.
Data analysis: Providing accurate and insightful data analysis and recommendations to clients, including coverage analysis and simple data-related answers.
Industry knowledge: Staying up-to-date with FMCG industry trends, NielsenIQ products, and best practices in client servicing and data analysis.

Learning & Development Opportunities:

Career progression: With experience and proven performance, associates may advance to Senior Customer Support Associate, Customer Success Manager, or other related roles within NielsenIQ.
Skill development: Associates have the opportunity to develop their skills in client management, data analysis, and platform adoption, as well as gain exposure to the FMCG industry and NielsenIQ's products and services.
Leadership potential: As associates grow within their roles, they may have the opportunity to mentor new team members, lead projects, or contribute to strategic decision-making processes.

📝 Enhancement Note: NielsenIQ's Customer Success team faces various technical challenges, requiring strong communication, problem-solving, and data analysis skills. Associates have the opportunity to develop their skills, gain experience, and advance their careers within the team and across the organization.

💡 Interview Preparation

Technical Questions:

Client management: Describe your experience managing client relationships and ensuring their satisfaction. Provide examples of how you have handled challenging client situations and achieved positive outcomes.
Platform adoption: Explain your experience with client servicing platforms and business intelligence tools. Describe how you have driven the adoption of new tools and platforms within your previous roles.
Data analysis: Discuss your data analysis skills and experience. Provide examples of how you have used data to provide insights and recommendations to clients or internal stakeholders.
Industry knowledge: Demonstrate your understanding of the FMCG industry, NielsenIQ products, and best practices in client servicing and data analysis. Be prepared to discuss recent industry trends and how they may impact NielsenIQ's clients.

Company & Culture Questions:

Client-centricity: Explain how you have ensured client satisfaction and driven their business growth in your previous roles. Describe your approach to understanding and meeting the unique needs of each client.
Collaboration: Discuss your experience working with cross-functional teams and providing effective client servicing and data-driven insights. Provide examples of how you have collaborated with other departments to solve client business questions and drive various initiatives.
Continuous learning: Describe your approach to continuous learning and staying up-to-date with industry trends, best practices, and new tools and platforms. Provide examples of how you have applied your learning to improve client servicing and data analysis.

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

📝 Enhancement Note: NielsenIQ's interview process focuses on assessing candidates' communication, problem-solving, and analytical skills, as well as their understanding of the FMCG industry, NielsenIQ products, and client servicing best practices. Candidates should be prepared to discuss their relevant experience, provide examples of their achievements, and demonstrate their ability to work effectively with clients and internal teams.

📌 Application Steps

To apply for the Junior Customer Support Associate position at NielsenIQ:

Submit your application: Visit the NielsenIQ careers page and search for the "Junior Customer Support Associate (University graduates suitable)" position. Click on the job title to access the application form.
Prepare your resume: Tailor your resume to highlight your relevant experience, skills, and achievements in customer support, client servicing, or a related field. Include any relevant experience with PowerBI, Microsoft tools, or the FMCG industry.
Write a cover letter: Craft a compelling cover letter that explains your motivation for applying to the role and your interest in the FMCG industry and NielsenIQ's products and services.
Research NielsenIQ: Familiarize yourself with NielsenIQ's products, methodology, and FMCG industry trends. Prepare for the interview process by reviewing the company's website, recent news, and industry publications.
Prepare for the interview: Review the interview process and technical questions outlined in this enhanced job description. Practice your responses and be ready to discuss your relevant experience, achievements, and insights.

📝 Enhancement Note: NielsenIQ's application process is designed to assess candidates' communication, problem-solving, and analytical skills, as well as their understanding of the FMCG industry, NielsenIQ products, and client servicing best practices. Candidates should be prepared to discuss their relevant experience, provide examples of their achievements, and demonstrate their ability to work effectively with clients and internal teams.

Junior Customer Support Associate (University graduates suitable)