Customer Success Executive

Job description

RESPONSIBILITIES · It will be your responsibility to support the delivery of our core service · Daily customer support to the Polish customers via the use of Freshdesk platform, main areas you will deal with onboarding customers for different service and ongoing support plus any ad hoc tasks required by your manager and the local sales teams · Work closely with local sales team and other departments within the business · Provide training sessions to our customers and help them to get the most out of our service · To drive customer satisfaction to protect future renewals · Ensuring customer queries are responded to across the appropriate Freshdesk channels and within the specified SLAs · Contribute to achieving the regional NPS target by maintaining strong customer relationships, ensuring timely resolution of customer issues, and proactively addressing feedback to enhance customer satisfaction. · You may be asked to undertake additional duties to those above, either on a temporary or permanent basis, which the Company reasonably believes you are capable of carrying out or for which you will be trained · There may be requirements for travel, both nationally and internationally, as part of this role REQUIREMENTS · Minimum 2 - 3 years of experience · Native Polish and good English skills · Good MS Office knowledge · Experience in a Customer Service role, ideally in a Business to Business environment · Excellent listening, communication and organisational skills and highly self-motivated · Good time management and ability to prioritize · Team player who is motivated and develops trusting relationships · Able to liaise, and interact with other departments to resolve issues · Demonstrable ability to perform against multiple business KPIs, particularly inclusive of Customer Satisfaction and Success WE OFFER · Work in a dynamic environment with global companies from the e-commerce sector (FMCG and Pharma) · Possibility to grow together with the Brandbank team & NIQ structure · Work in a highly diverse team, in a relaxed & open atmosphere · Benefits & flexible working hours, remote work options · Interaction with a variety of internal and external stakeholders including clients and service providers · Internal trainings will be provided together with details onboarding agenda · Being a part of our team you will have the access to learning platforms such as Linkedin Learning & Degreed · Staff and team events · Peer-to-peer recognition program to enable feedback sharing and reward your achievements · Benefits package: Multisport card, private medical coverage Medicover, life insurance, Benefit platform allowing to purchase cinema, theatre tickets, sport activities etc. · A possibility to engage in charity 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: 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 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 Brandbank, as part of NIQ is one of the world's most trusted providers of digital product content, delivering an end-to-end solution for brands, retailers, and wholesalers across the globe. At NIQ Brandbank, we work diligently to provide best-in-class solutions, using an incremental delivery approach to develop new & existing products. The Customer Success Executive will be part of a global team and responsible for providing high-quality customer service to our Polish clients. You will report to the Customer Success Team Lead