Customer Service Associate

About the position

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. A successful Customer Service Associate manages 5 to 10 customers and/ or one or multiple 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.

Responsibilities

• Execute, monitor, and continuously improve the delivery management and service-related tasks assigned to the workstream as report, database management, and data quality checks.
• Be an expert on NIQ processes and methodologies, playing an active role in improving deliverables' quality & efficiency.
• Deliver 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.
• Work closely with NielsenIQ teams for customer set up/ maintenance on coding and database tasks.
• 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.

Requirements

• Master's degree with preference to Marketing.
• Preference to candidates having exposure to Power BI or Advanced Excel.
• Analytical skills and aptitude for data and operational processes.
• Project management aptitude (critical path, task sequencing, problem solving, etc.).
• English language proficiency: writing and verbal.

Nice-to-haves

• 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.

Benefits

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