Jr. 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 report, database management, and data quality checks.
- 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.
- Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.