Join us as a Global Customer Service Analyst and become an important part of our Global Customer Service Desk team at GfK. We are the driving force behind customer and employee application/product support, shaping exceptional user experiences on a global scale. In this crucial first level support role, you will help provide fundamental entry level incident & request management, communication and customer expectation management for both internal and external customers. This opportunity offers a platform for learning, growth, and contributing to our mission of delivering professional and high-quality support to both internal and external customers.

• Provide first line support to our customers via various channels such as helpdesk, telephone & email.
• Active Queue Management ensuring a high level or customer satisfaction.
• Deliver an exceptional customer service experience and identify ways to improve service delivery to our customers.
• Identify customer needs and escalate to the relevant departments when required.
• Ensure all customer queries and incidents are recorded and resolved within agreed SLA’s.
• Be a trusted member of the team, supporting colleagues and providing guidance and coaching to new starters where required.
• Ensuring that complaints are adequately handled and concluded, escalating to management where required.
• Accurately updating all customer cases, leaving a strong audit trail.
• Managing your own workload to meet objectives set.

• University degree or vocational training plus client experience (New graduates are encouraged to apply.)
• Ability to communicate and ascertain client requirements.
• Ability to adhere to Service Level Agreements/KPI’s defined.
• Ability to learn and pick up processes and systems functionalities.
• Ability to work in an international Team environment.
• Ability to quickly build effective relationships with a wide range of people across different countries / cultures.
• Ability to complete assigned tasks on time and with attention to detail.
• Client orientation and solution driven.
• Excellent command of English
• Good interpersonal skills
• Solid written and verbal communication skills
• Knowledge of operational procedures, GfK system landscapes and product portfolio
• Knowledge of MS Office
• Ability to understand and comply with ITIL, methods, standards, guidelines, tools, techniques and procedures.
• Expert Customer Service skills
• Willingness to work outside of standard working hours.

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://www.nielseniq.com/global/en/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

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

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