customer care specialist

Job Description

Why NIQ Digital Shelf

The phenomenal development of e-commerce has given rise to huge quantities of data and information. Companies need help exploiting this data, not knowing which leverage actions to choose nor how to measure their impact. This is where the NIQ Digital Shelf comes in We collect over 100 billion pieces of data daily, which we process and use in innovative monitoring tools destined for industry professionals.

• Our objective: to enable our clients to define the best strategy, make the best decisions and optimise their execution in real-time
• Today: NIQ Digital Shelf is a leader in e-retail and omnichannel analytics, with clients in more than 80 countries
• The NIQ Digital Shelf was previously Data Impact, a French startup that joined the NIQ group in 2021 and has kept since this date a great team dynamic and its start-up attitude
• A uniquely diverse and international environment with more than 40+ nationalities.
• Real career development opportunities.
• A friendly, relaxed atmosphere and a climate of mutual trust promote autonomy and challenges.

You'll be joining a fantastic international support team of 20 people based in Paris, Algiers, Mexico and Malaysia and accompany mainly our clients based in the North American and Latam Areas but not only. What you will be doing:

• Provide top-notch customer support to our diverse users by handling tickets & live chat.
• Address and resolve customer inquiries, issues, and requests promptly and efficiently.
• Assist users in navigating our platform, explaining features, and resolving technical questions.
• Collaborate with diverse technical teams to escalate and resolve issues while keeping the users updated.
• Propose a workaround for our customers to get the information they need when facing a bug with our platform.
• Assist with user onboarding and verification processes.

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Qualifications

• Fluent in English (any other language would be welcome).
• Perfect written and verbal communication skills in English.
• Minimum 2 years' experience as a successful customer support specialist.
• Previous recent experience in a client-facing role, able and happy to go above and beyond to achieve client satisfaction.
• Strong problem-solving and analytical skills.
• Familiarity with working in a multicultural environment.
• Ability to multitask and work effectively under pressure and tight deadlines.
• Customer-centric & business-oriented mindset
• Team spirit, autonomous, able to adapt and learn
• Good use of IT tools, including Excel
• Knowledge of the e-commerce environment would be a plus

Additional Information

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:

Our Benefits

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

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.

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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