Junior Customer Support Representative

Location: Tláhuac

Job Description   About this Job
NielsenIQ (NIQ) is the world's leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and uncovering new pathways to growth. By combining advanced analytics with comprehensive market measurement, NIQ empowers manufacturers and retailers to make informed business decisions, innovate with confidence, and stay ahead in an ever-evolving marketplace.
The Global Customer Support team plays a critical role in delivering exceptional service to  NIQ Brandbank  clients across multiple markets. Brandbank is an NIQ solution that helps manufacturers, brands, and retailers create, manage, and distribute digital product content, including descriptions, images, technical specifications, nutritional information, and other relevant attributes for e-commerce and omnichannel retail. Through a centralized platform, Brandbank collects, standardizes, and validates product information, then automatically distributes it to a broad network of retailers, marketplaces, and business partners.

Its goal is to ensure that product information is accurate, consistent, and always up to date across all digital sales channels, improving the consumer shopping experience while increasing product visibility and online conversion rates.
You will join the  NIQ Brandbank Customer Support team , a customer-facing function that serves as the primary point of contact for clients across global markets. As a Junior Customer Support Representative, you will serve as the first line of support for a global portfolio of NIQ Brandbank supplier clients. Working closely with Account Management, Operations, and Commercial teams, you will ensure exceptional service delivery while managing customer inquiries, operational requests, reporting activities, and service performance metrics.

You will play a key role in achieving customer satisfaction targets and maintaining business KPIs related to quality, timeliness, and service coverage. You will also gain exposure to innovative data and digital product solutions, develop deep expertise in the FMCG and retail ecosystem, and make a direct impact on customer satisfaction and business growth through meaningful customer interactions and continuous process improvement!
Responsibilities
Serve as the first point of contact for supplier clients, responding to customer inquiries through email, chat, and other digital communication channels within agreed Service Level Agreements
Develop a comprehensive understanding of the NIQ Brandbank portfolio, including Product Library, Shopper Experience Platform, Retailer Requested Products, Integration Solutions, eCommerce Insights, Merchandising Exchange, Power BI, Salesforce, and other value-added services.
Monitor customer usage of services against contracted allowances and provide guidance regarding available solutions and support options.
Coordinate product deliveries in line with operational workflow capacity, ensuring timely and accurate service delivery.
Support operational teams in resolving workflow-related issues while maintaining high service quality standards.
Collaborate closely with Account Managers to ensure assigned customers receive a best-in-class service experience.
Partner with Operations, Commercial, and cross-functional teams to identify opportunities for process improvements and service enhancements.
Generate and maintain regular customer and business reports, including product status reports, supplier-level KPI performance, service utilization, and customer activity insights.
Download, manage, and analyze data to support reporting requirements, operational efficiency, and business decision-making.
Contribute to the achievement of customer satisfaction targets and key business metrics related to quality, timeliness, and service coverage.
Support additional business initiatives and projects as required.
Working Hours
We are hiring for two fixed shifts:
07:00 to 15:00 (Mexico Time) – 2 openings
12:00 to 20:00 (Mexico Time) – 2 openings
Please note that these are  permanent, non-rotating schedules . Candidates hired for a specific shift will remain on that shift and will not rotate between schedules.
#LI-Hybrid

Qualifications   Bachelor’s degree
Experience in Customer Support, Customer Success, Client Services, or a similar customer-facing role.
Fluent English communication skills, both written and verbal.
Experience working in a Business-to-Business (B2B) environment
Demonstrated ability to perform against…