Customer Support Associate

Customer Support Associate

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what's happening now, what's happening next, and how to best act on this knowledge. We like to be in the middle of the action. That's why you can find us at work in over 90 countries, covering more than 90% of the world's population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. 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.

Job Description

Customer Support Associate will be responsible for maintaining/ enhancing customer relationships, ensuring customer queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support through quality of services, use of CSO/ MSD for task triaging and resolving customer requests, and consistently review stipulated customer success metrics to drive satisfactory customer experience.

RESPONSIBILITIES

Responsible for collecting Voice of Customer (VoC) for user experience & service model related topics; train task triaging and other customer issues towards right owners for resolution

Consistently review customer success metrics related to data and tech services; manage and improve customer satisfaction on solution / service provided.

The person will execute, monitor, and continuously improve the delivery management and service-related tasks.

She/ He will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables' quality & efficiency.

Working closely with NielsenIQ teams for customer set up/ maintenance on data and tech related tasks

Work on process standardization/ harmonisation using tech enablers

Work in partnership with stipulated market's Customer Success and Account development teams in accordance with defined Job Aids and Process Design.

Adhere to Performance KPIs to improve service performances (Customer satisfaction) and maintain work discipline

Qualifications

Master's degree in mathematics, Statistics, Economics; or Bachelor Engineers with 2-3 years of experience OR Master's in Business Administration (Marketing, Sales, Operations)

Analytical skills and aptitude for data and operational processes

Good organization skills, meeting deadlines, and team player

Project management aptitude (critical path, task sequencing, problem solving, etc.)

Skew towards accuracy, proactivity, and attention to details.

English language proficiency: writing and verbal

SOFT SKILLS

Communicate clearly with customers.

Ability to translate technical details from different customer contexts.

Build network relationships in multi-cultural environment.

Troubleshooting using Influencing skills.

Ability to work under pressure and ask for support when required.