Customer Support - Executive

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.

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.

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.

Requirements

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

Benefits

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