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February

Senior Client Service Online

Private Company - Macquarie Park, NSW

IT
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

Senior Client Service Online 

We are looking for a Senior Client Response Executive who will focus on delivering first class service to our clients. You will MAKE A DIFFERENCE by listening to client queries, and using your technical expertise to answer their needs. You’ll be accountable for responding effectively to our clients’ daily queries, performing data quality checks, providing guidance on our software and contributing to the enrichment of our online knowledge centre. As our client’s first point of contact, you’ll be the friendly voice of Nielsen, and provide award-winning customer service, troubleshooting and support.

Your Key Responsibilities:

  • Achieving client satisfaction targets by supporting day to day contacts and in doing so building relationships and training on our databases, software, coding and reports where necessary.
  • Understanding client needs by owning, troubleshooting and resolving their queries
  • Providing service management, working with other departments as necessary to solve queries and answering data questions such as category definitions and retail data.
  • Accountability for the service process, ownership of tracking through Salesforce, monitoring progress and resolving escalations
  • Building and maintaining good relationships with direct client-facing colleagues and with any off-shore support to ensure quality. .
  • Holding solution knowledge on tools and systems as well as the basic products offered from the Nielsen portfolio
  • Collaborating with all teams at Nielsen to ensure that all work is connected to client business.
  • Support organisations by analysing, organising and managing information and data, and by providing advice on policy, business and other items;
  • Applying mathematical, statistical and actuarial principles and techniques to a range of tasks
  • Reviewing and analysing economic data and preparing reports
  • Managing the collection and processing of information and data to produce intelligence, and analysing and advising on policy options

Skills and Experience:

  • Strong problem solving skills and solution-orientated
  • Excellent time management and prioritisation skills
  • A numerical confidence and able to translate numbers into insights and recommendation
  • The ability to demonstrate good customer service skills across all media and with a passion for technology (phone, web chat, email and face to face)
  • An enthusiasm for data and accuracy
  • Thrives at working as part of a team in a challenging and demanding environment
  • Comfortable working in a digitally enabled environment and experience with the Google suite of programs.
  • An aptitude for troubleshooting, problem solving and producing satisfactory outcomes
  • Have excellent attention to detail and strong written and verbal communication skills.
  • Tertiary qualification in Marketing, Business, or a related field