Customer Service Associate

Company Description

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 Service Associate will be responsible for maintaining/ enhancing customer relationships, ensuring Complex customer deliverables and queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support through the quality of deliverables, use of CSO/ MSD for task triaging and resolving customer requests and queries, and consistent review stipulated customer success metrics to drive satisfactory customer experience. Identify emerging customer queries and quality trends for product/ process improvement.

**RESPONSIBILITIES**
- Responsible for set of big market or a cluster of markets in driving change management and transition components around database and reports or queries
- Must be good in comprehending, writing, speaking and reading Mandarin - Simplified Chinese language (certified)
- Must be interested in working on fast-paced, Agile based Data Analytics eco-system
- Must have basic knowledge of computers with hands-on experience in MS Office
- Must be able to read, write and communicate in English as well
- Must have basic analytical and reasoning skills
- Must have attention to detail
- For complex customer queries or request, the person will execute, monitor and continuously improve the complex service related tasks assigned to the respective workstream as report, database management, and data quality checks.
- Consistently review customer success metrics related to data and reports services; manage and improve customer satisfaction on solution / service provided
- Responsible for collecting Voice of Customer (VoC) Especially in case of escalations and tickets exceeding SLA TAT/ quality escapes. Train task triaging and other customer issues towards right owners for resolution.
- Support in servicing efficiencies through planning and execution of client engagement model in order to attain acceptable client (NPS) satisfaction scores.
- Accountable for maintaining and reinforcing our relationship with key stakeholders with the development of a solid key stakeholder plan.
- Identify emerging Customer queries and quality trends and flag areas of improvement.
- She/ He will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency.
- Delivering database and reports as per customer contractual terms, against stipulated success criteria and tracking mechanisms, aligning with customer on ways of working, and defining servicing elements of Joint Business Plan
- Working closely with NielsenIQ teams for customer set up/ maintenance on coding and database task.
- Execute process automation using tools like R/ Python/ Excel Macros and exploring the possibility of implementing AI/ML.
- Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.

**A LITTLE BIT ABOUT YOU**

A Senior Customer Service Associate will manage customers of a big market or cluster of NIQ markets and will be responsible for Complex deliverables / queries / requests - He/she should be capable of influencing and managing customer expectations. S/he is expected to identify, investigate and co-ordinate the resolution of data, process or product/ process related changes and queries and also be the point of contact for designated Markets which also needs to be solved in an efficient and customer focused manner.

**Qualifications**:

- Must have Graduate equivalent with Mandarin - Simplified Chinese as major
- Must have 2+ years’ experience in Mandarin - Simplified Chinese language
- Experience of client management in order to deal with day-to-day servicing nuances.
- Ability to proactively understand client's requirement and identify opportunities for Product/ process improvements.
- Project management aptitude (critical path, task sequencing, problem solving, etc.)
- Good organization skills, meeting deadlines, and team player

Additional Information
- Good communication & interpersonal skills, and high energy
- Gauge customer sentiments and act according to defined protocols
- Ability to translate technical details from different customer context
- Troubleshooting using Influencing skills
- Ability to multi tasks and Workload management skills

**About NielsenIQ**

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,