Customer Service Associate

Job Description

Description

Job ProfileCustomer Service Associate (Code: CsA- P21)Location: Pune/ IndiaGlobal Customer Service Center, International Markets.ABOUT THIS JOBCustomer Service Associate will be responsible for maintaining/ enhancing customer relationships,ensuring customer deliverables and queries are turned around ef f iciently using the proprietary NielsenIQplatforms. The job will focus on customer support through quality of deliverables, use of CSO/ MSD fortask triaging and resolving customer requests, and consistently review stipulated customer successmetrics to drive satisfactory customer experience.RESPONSIBILITIES. Responsible for collecting Voice of Customer (VoC) for user experience & service model relatedtopics train task triaging and other customer issues towards right owners for resolution. Consistently review customer success metrics related to data and reports services manage andimprove customer satisfaction on solution / service provided. Responsible for change management and transition components around database and reports. The person will execute, monitor and continuously improve the delivery management and servicerelated tasks assigned to the Data Center function as report, database management, and dataquality checks.. She/ He will be an expert on NIQ processes and methodologies, playing an active role in improvingdeliverables' quality & ef f iciency.. Delivering database and reports as per customer contractual terms, against stipulated successcriteria and tracking mechanisms, aligning with customer on ways of working, and def iningservicing elements of Joint Business Plan. Working closely with NielsenIQ teams for customer set up/ maintenance on coding and databasetasks. Execute process automation using tools like R/ Python/ Excel Macros and exploring the possibilityof implementing AI/ML.. Work on process standardization/ harmonisation using tech enablers. Work in partnership with stipulated market's Customer Service teams in accordance with def inedJob 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 andcolleagues.A LITTLE BIT ABOUT THE CANDIDATEA successful Customer Service Associate will manage 10 to 20 customers and/ or one (or a set of ) NIQmarkets and will be responsible for report and database management - will ensure timely delivery of reports,databases and change management to convert reports to standardised format and build more automation.He/she should be capable of inf luencing and converting reports to global reporting platform CX tools. S/heis expected to identify, investigate and co-ordinate the resolution of data, process or product relatedchanges and queries and also be the point of contact for designated customers which also needs to besolved in an ef f icient and client focused manner.QUALIFICATIONS. Masters Degree in Mathematics, Statistics, Economics or Bachelor Engineers with 2-3 years ofexperience OR Master's in Business Administration (Marketing, Sales, Operations). Preference to candidates having exposure to R/ Python, or AI/ ML/ RPA. 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 prof iciency: writing and verbalSOFT SKILLS. Communicate clearly with customers. Ability to translate technical details f rom dif ferent customer contexts. Build network relationships in multi-cultural environment. Troubleshooting using Inf luencing skills. Ability to work under pressure and ask for support when requiredABOUT NielsenIQNielsenIQ is a global measurement and data analytics company that provides the most complete andtrusted view available of consumers and markets worldwide. We provide consumer packaged goodsmanufacturers/fast-moving consumer goods and retailers with accurate, actionable information andinsights and a complete picture of the complex and changing marketplace that companies need toinnovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to helpclients around the world understand what's happening now, what's happening next, and how to best acton this knowledge. We like to be in the middle of the action. That's why you can f ind us at work in over90 countries, covering more than 90% of the world's population. For more inf ormation, visit www.niq.com.NielsenIQ is committed to hiring and retaining a diverse workforce. We are proud to be an EqualOpportunity/Af firmative Action-Employer, making decisions without regard to race, color, religion, gender,gender identity or expression, sexual orientation, national origin, genetics, disability status, age, maritalstatus, protected veteran status or any other protected class.Additional InformationABOUT NIELSEN We're in tune with what the world is watching, buying, and everything in between. If you can think of it, we're measuring it. We sift through the small stuff and piece together big pictures to provide a comprehensive understanding of what's happening now and what's coming next for our clients. Today's data is tomorrow's marketplace revelation.We like to be in the middle of the action. That's why you can find us at work in over 100 countries. From global industry leaders to small businesses, consumer goods to media companies, we work with them all. We're bringing in data 24/7 and the possibilities are endless. See what's next with us at Nielsen:Nielsen is committed to hiring and retaining a diverse workforce. 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.About NielsenIQ NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what's happening now, what's happening next, and how to best act on this knowledge. We like to be in the middle of the action. That's why you can find us at work in over 90 countries, covering more than 90% of the world's population. For more information, visit . NielsenIQ is committed to hiring and retaining a diverse workforce. 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.
   
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