Jr. Customer Success Associate

**Job Description**:
**ABOUT THIS JOB**:
Jr. Customer Service Associate will be responsible for maintaining/ enhancing customer relationships, ensuring customer deliverables and queries are turned around ef f iciently using the proprietary NielsenIQ platforms. The job will focus on customer support through quality of deliverables, use of CSO/ MSD for task triaging and resolving customer requests to drive satisfactory customer experience.

**RESPONSIBILITIES**:

- The person will execute, monitor, and continuously improve the delivery management and service related tasks assigned to the workstream as report, database management, and data quality checks.
- She 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
- Responsible for Triaging of customer queries/ request (data, reports, resolution) across markets and customer category groups and tracking actions for improvement as needed
- Working closely with NielsenIQ teams for customer set up/ maintenance on coding and database tasks
- Execute process automation using tools like R/ Python/ Excel Macros and exploring the possibility of implementing AI/ML.
- Work in partnership with stipulated market’s Customer Service teams in accordance with defined Job Aids and Process Design.
- Adhere to Performance KPIs to improve quality performances (on time delivery and data accuracy) and maintain work discipline.
- Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.

**A LITTLE BIT ABOUT YOU**:
A successful Jr. Customer Service Associate manages 5 to 10 customers and/ or one NIQ market and will be responsible for report and database management; will ensure timely delivery of reports, databases and effective change management in order to standardize and automate the deliverables. She/ He is expected to identify, investigate and co-ordinate data resolution, process or product related changes/ queries, and be the first point of contact (through CSO/ MSD) for designated customers, ensuring efficient customer
experience.

**Qualifications**:

- Bachelors/ Masters Degree with preference to Business Administration/ Analyst, Mathematics,

Statistics, Economics; or Bachelor Engineers
- 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

**About NielsenIQ**

NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what’s possible. How? We combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation. Join us and change the landscape.

Want to keep up with our latest updates? Follow us on: LinkedIn | Instagram | Twitter | Facebook

**Our commitment to Diversity, Equity, and Inclusion**

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. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.