O2c Tier 2 Inquiry Support

2 weeks ago

Pune Maharashtra, India NielsenIQ Full time

**Job Description** Position Summary**:
**Key Responsibilities**:

- ** Sub Ledger Reconciliations**: Deliver on time and accurate balance sheet reconciliations that offer insight and demonstrate control in line with the month end calendar.
- ** QPack narratative**: Work with the ITC team to ensure QPacks are created and submitted in line with the monthly calendar, leading with the narrative and insight required.
- ** Second-Line Expertise Support Excellence**: Deliver prompt and professional support to end-users, maintaining a customer-centric approach in every interaction. Utilize service management technology to resolve complex and technical queries efficiently.
- ** Accounts Receivable Inquiry Management**:Assist in the accurate and timely follow-up inquires on contractual payment terms, including CRM data, correct narrative and billing verification. Assist in providing customer invoices, customer account statements and remittance notifications to customers, as required and verify for accuracy.
- ** Issue Identification and Diagnostics**: Gather accurate information to understand and diagnose user issues, utilizing excellent communication skills and empathy. Employ probing questions to uncover root causes and provide timely, effective solutions.
- ** Timely Troubleshooting**: Leverage internal knowledge bases and problem-solving skills to address and resolve issues quickly, aiming for first-contact resolution. Ensure compliance with KPIs and SLAs to minimize user disruptions.
- ** Documentation and Continuous Improvement**: Record detailed information on user inquiries, troubleshooting steps, and outcomes in the ticketing system. Maintain clear, concise documentation to support knowledge sharing and operational improvements.
- ** Effective Escalation Management**: Identify and escalate complex issues to management teams as necessary, ensuring transparent communication and timely follow-ups to resolve outstanding queries and prevent backlogs.
- ** Customer Service Excellence**: Foster a positive customer experience by demonstrating professionalism, empathy, and effective communication in all interactions. Proactively keep users informed about the status of their inquiries and provide regular updates.
- ** Training and Knowledge Sharing**: Ensure that you and the OTC inquiry team stay updated with the latest technology trends and product updates. Share expertise with team members to enhance support capabilities and contribute to a culture of continuous learning. Mentor junior team members to develop their troubleshooting and customer service skills.
- ** Operational Metrics and Analytics**: Track and report on SLAs and KPIs related to the timeliness and quality of service management processes. Utilize data to provide insights and drive service improvements.

**Qualifications** Qualifications and Skills**
- Bachelor's degree in Finance, Economics, Accounting, or a related field. A Master's degree or professional certifications such as CFA or CPA is preferred.
- Minimum of 5 years of experience in financial planning and analysis, preferably in a similar industry or commercial finance role.
- ** Technical Proficiency**: Advanced skills in financial modeling and experience with financial software and systems. Proficient in Microsoft Office tools (Excel, Powerpoint, Word etc.) and ERP systems.
- ** Analytical Abilities**: Strong analytical and problem-solving skills with a keen attention to detail. Ability to synthesize complex data into actionable insights.
- ** Communication Skills**: Excellent verbal and written communication skills. Capable of effectively presenting information and responding to questions from stakeholders.
- ** Leadership and Initiative**: Proven ability to take initiative and work independently, as well as part of a team. Leadership experience is a plus.

**Additional Information**

**Our Benefits**
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)

**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.

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