Job Description

As the Senior Customer Service Manager, you will be the cornerstone of our leadership team in UAE, for the Arabic Peninsula and Pakistan region. You will have the distinct responsibility of overseeing the customer service operations and instilling a culture of excellence, empathy, and efficiency. Your role is not just about strategy and implementation; it’s about being the guiding light for a team of passionate individuals and enabling them to transcend operational excellence, driving growth and unparalleled customer satisfaction 

Responsibilities: 

• Lead the team with a laser focus on delivering an unmatched service experience, ensuring every touchpoint is characterized by speed, accuracy, and solution-oriented approaches. 
• Collaborate with various internal teams, including Customer Success, Customer Care, Operations, Technical Support, and Product Development, to align efforts, share insights, and drive synergies in customer service delivery. 
• Monitor and analyze key performance metrics, identifying trends and opportunities for improvement, and taking corrective action as needed to ensure the consistent achievement of service goals. 
• Foster a customer-centric culture within the team, promoting empathy, active listening, and a genuine commitment to customer satisfaction. 
• Employ systematic approaches to identify underlying issues affecting performance, service quality, and customer satisfaction. 
• Utilize data analytics and qualitative insights to diagnose problems and develop effective solutions. 
• Drive a culture of proactive problem-solving, encouraging the team to delve deep into issues, beyond surface-level symptoms. 

Your role, as a manager is to ensure that your team delivers on its core duty :  

• Deliver exceptional customer service by promptly and effectively addressing customer inquiries through phone, email, and Microsoft Dynamic.
• Develop a deep understanding of our RMS and CPS products and of our services to provide accurate information and personalized solutions to customers.  
• Coordinate with various internal teams, including Sales, Operation, Technical Support, and Product Development, to ensure a seamless customer experience and timely resolution of issues. 
• Troubleshoot and resolve customer concerns, identifying opportunities for process improvements and collaborating with relevant teams to implement changes. 
• Build and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine commitment to their satisfaction. 
• Keep accurate records of customer interactions, track key performance metrics, and share valuable insights with relevant stakeholders to drive continuous improvement. 
• Stay up-to-date on product updates (Discover new release, Omni, etc) , and company news to provide knowledgeable support and guidance to customers. 

Qualifications

• Degree in Business Administration, Management, or related field: Advanced degrees or certifications in leadership or customer service are a plus. 
• Minimum of 7 years experience, including 3 years in a leadership role 
• Comprehensive knowledge of NIQ products, CRM systems, and social media platforms. 
• A history of identifying, developing, and implementing efficient service processes that optimize resources and enhance customer experience. 
• Experience in a client-facing role : A track record of enhancing customer satisfaction and building lasting relationships. 
• A proven track record of fostering collaboration among internal teams, including Customer Success, Operations, and Product Development, ensuring seamless, integrated service delivery. 
• Exceptional problem-solving abilities, skilled in conducting comprehensive root cause analyses to address complex challenges. 
• Strong analytical skills with a data-driven approach to decision-making. 
• Adept in people management, with a track record of developing, inspiring, and leading diverse teams. 
• Proven excellence in organizational and multitasking skills, showcasing strategic thinking and attention to detail. 

Additional Information

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.

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.

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