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Customer Service Associate
2 weeks ago
**Company Description**
A successful 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 standardise 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.
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.
- He/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.
**Qualifications**
- Master’s degree with preference to Marketing
- Must have **C1 Level of proficiency in French** **speaking**:
- 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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