Customer Support Analyst

Job Description

Job Description

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 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.

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

Master’s 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)

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 NIQ’s 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 NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

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

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