Job Description

The Customer Support Associate plays an important role in delivering excellent service to clients across the Pacific region. This role is responsible for supporting customer requests, maintaining strong client relationships, and ensuring queries are resolved accurately and efficiently.

Working closely with internal teams, you will help coordinate customer support activities, monitor service delivery, and contribute to continuous improvement initiatives that enhance the customer experience.

• Provide timely and professional support for customer queries and requests.

• Gather and share customer feedback to help improve processes and service delivery.

• Review and monitor customer service metrics and identify opportunities for improvement.

• Manage and coordinate service-related tasks to ensure successful delivery outcomes.

• Support customer setup, maintenance, and ongoing data or platform-related requests.

• Work collaboratively with Customer Success, Business Intelligence, Operations, and other internal teams to resolve issues and meet client needs.

• Follow established processes and contribute ideas to improve efficiency and consistency.

• Maintain a high level of accuracy, quality, and customer focus in all work.

• Meet agreed service standards, KPIs, and turnaround times.

• Build strong working relationships with clients and internal stakeholders.

Qualifications

• Previous experience in customer service, customer support, business operations, administration, or a similar role.

• Strong organisational skills with the ability to manage multiple tasks and deadlines.

• Confidence working with data, systems, and operational processes.

• Good problem-solving and decision-making skills.

• Ability to work both independently and as part of a team.

• Strong attention to detail and commitment to delivering quality outcomes.

• Comfortable learning new systems, tools, and processes.

• Strong written and verbal English communication skills.

Preferred Qualifications

• Relevant tertiary qualification in Business, Commerce, Marketing, Information Systems, Statistics, Economics, or a related field; or

• Equivalent professional experience in a customer support, operational, or client-facing role.

Additional Information

Key Behaviours

• Customer-focused and solutions-oriented.

• Clear and professional communicator.

• Collaborative team player who builds positive working relationships.

• Proactive and takes ownership of tasks and outcomes.

• Adaptable and able to manage changing priorities.

• Comfortable working under pressure and seeking support when needed.

• Demonstrates accuracy, accountability, and a commitment to continuous improvement.

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: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

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

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 https://nielseniq.com/global/en/news-center/diversity-inclusion