Client Support Senior Exec 11 views

Job Details

Kantar is the world’s leading data, insights and consulting company. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies. Kantar’s 25,000 people based in more than 100 countries help the world’s leading organisations succeed and grow. Nobody knows people better than Kantar. We provide insight and inspiration to help our clients, our people and society to create and flourish in an extraordinary world.

Our Worldpanel colleagues are the global experts in shopper behaviour, offering continuous monitoring, advanced analytics and tailored solutions to inspire successful decisions by leading organisations worldwide. Worldpanel turns purchase behaviour into competitive advantage across a diverse range of markets including tech, fashion, telecoms and FMCG.

The role of Senior Client Support Executive is to provide swift and accurate assistance to issues relating to our key client deliverables. By doing so the support desk provides a vital link between internal departments and our external clients enabling both to carry out their roles successfully. The Senior Exec will provide advanced level of support in the team.

Tasks undertaken

  • Provide advanced 1st line support to all client deliverables, this will include our client’s Excel or PowerPoint reports, our online portal – WorldpanelOnline and all internal software packages

  • Work closely and lead discussions with System Support and Global Development team when necessary for WPO and Powerview related queries.

  • Ownership of queries opened via the internal CRM system or via email

  • Advise efficiencies in existing process and take a lead in implementing new/improved process in the team

  • Support the commercial team with any queries by attending calls/meeting to a resolution, by getting all relevant information and people involved where necessary

  • Provide support to other team members of Support team with their queries

  • Train new members in the team and responsible for updating training documents

  • Hold good understanding on various activities performed in different Operation teams

  • Responsible for timely maintenance/upgrade of our Reporting/Database production infrastructure by having conversations with Tech team

  • Communicate to the business via email all issues impacting users

  • Review and update content of Knowledge base

  • Responsible for maintaining ISO documentation and participating in ISO audit along with Service Support Head

Measures of success in this role

  • Increase in Operations Quality of Service metrics

  • Increase in KES score of Service Support team

  • Monthly Individual and team stats which are reviewed by the Support Desk team.

  • Weekly catch up with line manager to discuss progression and level of service

  • The yearly certification of ISO (9001)

  • Review of feedback and evidence that the eleven pillars of our operations identity are being applied

  • Able to manage difficult conversations with Client Service/Clients in absence of Team manager

  • Demonstrate in depth knowledge on various processes and systems on which Support Desk provide supports – seen as an expert

Essential Specialist skills/Knowledge/Systems Experience 

  • Always willing to learn new and adapt to changing technologies

  • Strong communication skills both written and verbal

  • Possess a confident and approachable outlook

  • Commitment to service excellence and customer experience

  • Ability to build and maintain relationships

  • Analytical mind with good problem-solving skills

  • Ability to multi-task and prioritise workload

  • A high level of accuracy and attention to detail

  • Ability to think clearly under pressure

  • Able to perform simple SQL queries

  • Good knowledge on Microsoft packages

  • Previous technical support/experience with Jira would be an advantage.

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