Customer Service Associate

2 months ago

Pune, India NielsenIQ Full time

Job Description

Customer Service Associate will be responsible for maintaining/ enhancing customer relationships, ensuring customer deliverables and queries are turned around efficiently 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

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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.

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 Preference to candidates having exposure to R/ Python, or AI/ ML/ RPA 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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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. 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. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: 

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