Research Executive- Customer Service
4 months ago
ABOUT THIS JOB
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.
**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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