Customer Service Executive

Role Responsibilities

The role is responsible for the ongoing support and development of Tier 2 customers through implementing the Customer Success strategy which will encompass the following:

• Customer Experience: Ensure high customer satisfaction by understanding and addressing customers’ needs and goals, becoming their trusted advisor by building and maintaining strong relationships. Conduct regular check-ins and business reviews to ensure customers are achieving their desired outcomes.
• Performance Metrics: Achieve essential KPIs such as customer satisfaction scores, retention rates, and product usage metrics to gauge the effectiveness of customer success initiatives.
• Process Improvement: Identify and implement improvements to enhance efficiency and customer satisfaction with both your customers and your manager.
• Training and Development: Provide support and training to team members, as well as customers to ensure a mutually beneficial relationship.
• Cross-Department Collaboration: Work closely with other departments, such as Commercial, Sales Enablement, and PTO, to ensure a seamless customer experience. Schedule product deliveries according to workflow capacity, handle operational queries, and support the operations team to maintain high service levels.
• Product Knowledge: Develop a comprehensive understanding of core services and additional software offerings. Track customer usage against allowances and address any queries related to systems
• Technology Utilization: Adoption of existing systems and processes to streamline operations and improve service delivery.
• Reporting and Analysis: Prepare and present detailed reports for your customers on adoption and usage of services. Use performance data to drive continuous improvement initiatives with our customers.
• Customer Feedback: Obtain customer feedback to drive a continuous improvement to NPS.
• Customer Advocacy: Act as an advocate for the customer within the company, ensuring their needs and feedback are considered in product development and service improvements.

Other

• You may be asked to undertake additional duties to those above, either temporarily or permanently, which the Company reasonably believes you can carry out or for which you will be trained.
• Relevant professional, ethical and health and safety standards apply to this role.
• May require out-of-hours working, reasonable travel to customers and other NIQ offices (both domestic and international).