Driving growth through insights
Client Support Executive, Kantar Marketplace
Location: Mexico
As part of the Client Support Team, the Client Support Executive serves as a critical point of contact with Kantar Marketplace’s customer base.
We are looking for people who want to influence, build, learn and deliver an exceptional customer experience. Our ideal candidate loves to work in a fast-paced environment, has the urge to solve problems and is eager to learn and grow with the company!
Key Context
Kantar Marketplace is Kantar’s self-serve and serviced research and insights platform with a core brand promise to deliver ‘Insights at the speed of business’. The platform powers both a general access online store (Kantar Marketplace) and client-specific versions of the platform (Kantar Marketplace Enterprise).
Our vision for the Kantar Marketplace store is that it will become the leading self-serve and serviced research and insights store through its combination of existing Kantar data and insights, Kantar research solutions, ad-hoc survey tools, high quality enhanced sample and access to expert consulting.
Our vision for Kantar Marketplace Enterprise is that it will become the go-to solution for clients who want a proprietary self-serve research and insights platform. These Enterprise versions of the platform will sit on a spectrum from simple rebranding and adaptations of our standard solutions to a tailored configuration of the platform with a mix of Kantar assets and solutions, plus client-specific solutions developed by Kantar and/or third parties.
Key Responsibilities
Manage the queue of incoming support cases via ticketing system, phone, email and chat to ensure friendly, timely, and effective resolution of questions and issues.
Serve as first line to investigate and call out product bugs, whether independently or through collaboration with other Kantar teams.
Fulfill registration requests, providing customer access to Marketplace and solution specific applications.
Productively respond to customer feedback; offer creative alternatives and standard process guidance whenever possible.
Assist as needed with onboarding of new clients.
Provide accurate and complete information to customers and to other Kantar team members using the right methods and tools.
Reliably meet personal and team case handling quotas and SLA expectations.
Contribute towards the development of a strong team environment by upholding high work standards.
Call out complex issues to CSM team
Go the extra mile to ensure our customers are successful!
Experience & Capabilities
2-3 years’ experience in Customer/Client Service and Support roles, SaaS organization beneficial.
Energetic, enthusiastic, and relationship-focused; eager to make a positive impact with customers.
Active listener, passionately communicative, and empathetic; able to put yourself in customers’ shoes and advocate for them when necessary.
Communication skills, including the ability to articulate complex issues effectively.
Confident at troubleshooting and able to investigate with limited information.
Organized and reliable; strong diplomacy, tact and poise when working through customer issues and concerns.
Interest in learning software; strong with business applications.
Working knowledge of Freshdesk or similar ticketing solution beneficial.
Previous experience in the market research vertical a plus.
Join Us
At Kantar we have an integrated way of rewarding our people based around a simple, clear and consistent set of principles. Our approach helps to ensure we are market competitive and also to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.
We go beyond the obvious, using intelligence, passion and creativity to inspire new thinking and shape the world we live in. Apply for a career that’s out of the ordinary and join us.
At Kantar, the diversity of our employees provides a richer environment for our employees and broader depth and breadth of thinking for our clients. Kantar is committed to inclusion and diversity, therefore we welcome applications from all sections of society and do not discriminate on the basis of age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status or any other legally protected characteristics.
PRIVACY DISCLOSURE: Please note that by applying to this opportunity you consent to the personal data you provide to us to be processed and retained by The Kantar Group Limited (“Kantar”). Your details will be kept on our Internal ATS (Applicant Tracking System) for as long as is necessary for the purposes of recruitment, which may include your details being shared with the hiring manager(s) and for consideration for potential future opportunities by Kantar and its affiliate Kantar group companies. For full details of our privacy policy please visit www.kantar.com