Sr. Customer Service Associate

Location : Pune/ India

Global Customer Service Center, International Markets

About This Job : 

Senior Customer Service Associate will be responsible for maintaining/ enhancing customer relationships, ensuring Complex customer deliverables and queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support through the quality of deliverables, use of CSO/ MSD for task triaging and resolving customer requests and queries, and consistent review stipulated customer success metrics to drive satisfactory customer experience. Identify emerging customer queries and quality trends for product/ process improvement.

Responsibilities : 

- Responsible for a set of big markets or a cluster of markets in driving change management and transition components around database and reports or queries.

- For complex customer queries or requests, the person will execute, monitor, and continuously improve the complex service-related tasks assigned to the respective workstream as a report, database management, and data quality checks.

- Consistently review customer success metrics related to data and reports services; manage and improve customer satisfaction on solution/service provided

- Responsible for collecting Voice of Customer (VoC) Especially in case of escalations and tickets exceeding SLA TAT/ quality escapes. Train task triaging and other customer issues towards the right owners for resolution.

- Support in servicing efficiencies through planning and execution of client engagement model to attain acceptable client (NPS) satisfaction scores.

- Accountable for maintaining and reinforcing our relationship with key stakeholders with the development of a solid key stakeholder plan.

- Identify emerging Customer queries and quality trends and flag areas of improvement.

- She/ He will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables- quality & efficiency.

- Delivering database and reports as per customer contractual terms, against stipulated success criteria and tracking mechanisms, aligning with the customer on ways of working, and defining servicing elements of Joint Business Plan

- Working closely with NielsenIQ teams for customer set up/ maintenance on coding and database tasks

- Execute process automation using tools like R/ Python/ Excel Macros and explore the possibility of implementing AI/ML.

- Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.

A Little Bit About You : 

A Senior Customer Service Associate will manage customers of a big market or cluster of NIQ markets and will be responsible for Complex deliverables/queries/requests - He/she should be capable of influencing and managing customer expectations. S/he is expected to identify, investigate and co-ordinate the resolution of data, process, or product/ process related changes and queries and also be the point of contact for designated Markets which also needs to be solved in an efficient and customer-focused manner.

Qualifications : 

- 2+ years experience in analytics environment, carrying out data analytics, data management,

- Experience in client management to deal with day-to-day servicing nuances.

- Ability to proactively understand client's requirements and identify opportunities for Product/ process improvements.

- Project management aptitude (critical path, task sequencing, problem-solving, etc.)

- Good organization skills, meeting deadlines, and team player

Soft Skills : 

- Good communication & interpersonal skills, and high energy

- Gauge customer sentiments and act according to defined protocols

- Ability to translate technical details from different customer contexts

- Troubleshooting using Influencing skills

- Ability to multi-tasks and Workload management skills

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.

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