Customer Support Associate (In Market Role)

Location: Delhi / India

Customer Support, Global Growth COE.

ABOUT THIS JOB

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 market’s 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

● Master’s degree in mathematics, Statistics, Economics; or Bachelor Engineers with 2-3 years of experience OR Master’s 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.

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.

For more information, visit NIQ.com

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

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: https://nielseniq.com/global/en/news-center/diversity-inclusion