Customer Service Specialist

ABOUT THE JOB

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. 

RESPONSIBILITIES

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 EEMEA and Western Europe 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. 

REQUIREMENTS

• 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.   

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