Customer Support Analyst

Customer Support Analyst will be responsible for maintaining/ enhancing customer relationships ensuring customer deliverables and queries are addressed efficiently through NielsenIQ proprietary 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 snapshot delivery quality query resolution.

Become an expert on NIQ processes and methodologies playing an active role in improving deliverables quality & efficiency.

Ensuring query resolution and delivering data/information 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 resolution snapshots) across markets and customer category groups and tracking actions for improvement as needed

Working closely with other NielsenIQ teams to identify resolutions.

Work in partnership with stipulated markets 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.

Drive adherence to KPI and process compliance for set of markets / processes.

Operate in a hybrid physical-virtual and multi-cultural environment liaising with stakeholders and colleagues.

A LITTLE BIT ABOUT YOU

A successful Customer Support Analyst manages 5 to 10 customers and/ or multiple NIQ market and will be responsible for snapshot delivery and quality query resolution; will ensure timely delivery of reports databases and effective change management in order to standardize and automate the deliverables. Candidate 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 :

Masters degree with preference to Marketing

Preference to candidates having exposure to Excel and strong communication/

Preference to candidates with good exposure of Microsoft Excel (pivot tables vlookup conditional functions conditional formatting chart building and formatting); and PowerPoint

Analytical skills and aptitude for data and operational processes

Project management aptitude (critical path task sequencing problem solving etc.)

Good organization skills meeting deadlines and team player

Analytical and problem-solving skills

CPG Knowledge is a plus

Consistency accuracy proactivity and attention to detail is a must

English language proficiency: writing and verbal

Working knowledge of AI tools and ability to leverage them for query resolution automation and productivity improvements

SOFT SKILLS

Communicate clearly with customers

Consistency accuracy proactivity and attention to detail is a must

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

Logical thinking and adaptability with Transformation mindset

Additional Information :

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the worlds leading consumer intelligence company delivering the most complete understanding of consumer buying behavior and revealing new pathways to 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 insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.

For more information visit

Want to keep up with our latest updates

Follow us on: LinkedIn  Instagram  Twitter  Facebook

Our commitment to Diversity Equity and Inclusion

At NIQ we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability genetic information marital status veteran status or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion please visit the  Work :

No

Employment Type :

Full-time