Global Customer Service Specialist (Shift work)

• Full-time
• Career Site Team: Operations

Job Description

Join us as a Global Customer Service Specialist and become an important part of our Global Customer Service Desk team at GfK. We are the driving force behind customer and employee application/product support, shaping exceptional user experiences on a global scale. In this crucial first level support role, you will help provide 24x7 incident and request management for both internal and external customers. This opportunity offers a platform for learning, growth, and contributing to our mission of delivering exceptional customer and employee experiences.

Responsibilities

• Handle and provide first line assistance on all incoming enquiries and requests on StarTrack & gfknewron. This includes a variety of channels, including helpdesk, phone, and email.
• Support calls and resolve queries within the Service level agreements defined and as assigned by the managers and team lead.
• Provide high quality customer service with the objective of being a contributor to customer loyalty and highest possible customer satisfaction.
• Be the first contact point for internal users through helpdesk, phone, email, and MS Teams for support related to global services and solutions.
• Resolve operational services within defined schedules and service level agreements.
• Communicate and check client requirements.
• Follow defined Service Level Agreements & Measurements.
• Provide consultancy to clients to resolve technical support issues.
• Escalate unresolved cases to the level 2 support team with your finding reports.
• Follow Standard Operating Procedures (SOP) while engaging in support work related tasks.
• Learn and pick up new and ever-growing processes and functionalities.

Qualifications

• Diploma/Degree in IT, Computer Science, or related fields.
• 0-2 years of experience in Service Desk or technical support roles. Fresh graduates encouraged.
• Understanding and adherence to ITIL methodologies.
• Strong technical troubleshooting skills.
• Exceptional customer service abilities.
• Proficient in written and verbal English communication.
• Basic knowledge of SQL is a plus.
• Willingness to work in a 24x7 environment.
• Proactive and collaborative mindset, capable of working both independently and as part of a team.

Additional Information

Hybrid-based role,must be physically located within Malaysia and the applicant must be a Country/Region resident.

• Flexible working environment
• Volunteer time off

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 NIQ News Center: