Customer Support Associate

Gurgaon - India

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Customer Support Associate will be responsible for maintaining/ enhancing customer relationships ensuring customer queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support through quality of services use of CSO/ MSD for task triaging and resolving customer requests and consistently review stipulated customer success metrics to drive satisfactory customer experience.

RESPONSIBILITIES

Responsible for collecting Voice of Customer (VoC) for user experience & service model related topics; train task triaging and other customer issues towards right owners for resolution

Consistently review customer success metrics related to data and tech services; manage and improve customer satisfaction on solution / service provided.

The person will execute monitor and continuously improve the delivery management and service-related tasks.

She/ He will be an expert on NIQ processes and methodologies playing an active role in improving deliverables quality & efficiency.

Working closely with NielsenIQ teams for customer set up/ maintenance on data and tech related tasks

Work on process standardization/ harmonisation using tech enablers

Work in partnership with stipulated markets Customer Success and Account development teams in accordance with defined Job Aids and Process Design.

Adhere to Performance KPIs to improve service performances (Customer satisfaction) and maintain work discipline

Qualifications :

Masters degree in mathematics Statistics Economics; or Bachelor Engineers with 2-3 years of experience OR Masters in Business Administration (Marketing Sales Operations)

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)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process including résumé screening candidate assessments interview scheduling job matching communication support and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQs principles of fairness transparency human oversight and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions require accommodations or wish to request human review were permitted by law please contact your local HR representative. For more information please visit NIQs AI Safety Policies and Guiding Principles: 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.

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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 :

Employment Type :

Full-time