• Job Description

  Req#: REFID335944

  Job Description

  Senior Customer Service Associate will be responsible for maintaining/ enhancing customer experience, ensuring Complex customer deliverables and queries are turned around efficiently using the proprietary Nielsen IQ platforms. The job will focus on supporting in-market NIQ customer success team. This involves ensuring the quality of deliverables by meeting SLAs and resolving customer queries related to NIQ data. Identify emerging customer queries and quality trends for product/ process improvement. Responsibilities:

  • Exposure to Overseas Markets - The candidate has experience working with customers in different countries, understanding their cultures and business practices, and adapting products or services to meet global needs.
  • Process Management Experience - The candidate can oversee and manage specific workflows, develop efficient processes, measure performance, and collaborate with cross-functional teams to align processes with business objectives.
  • Process Improvement Experience - The candidate has a track record of identifying and implementing improvements to optimize processes, analyze data, and drive efficiencies within the organization.
  • Track record of Handling large set of data. Involves extracting (with in-house tools), organizing in customer ready format.
  • Utilize advanced Excel skills to analyze customer data, generate reports, and provide valuable insights to customers on their performance and usage of our solutions. Also, can aggregate data, create complex formulas, and generate meaningful reports.
  • Exposure to CPG Industry and keen interest in FMCG sector (Preferred)
  • Proactive and customer-focused mindset, with a passion for delivering exceptional service and driving customer success.
  • Ability to work collaboratively with cross-functional teams and leverage internal resources to achieve customer objectives.
  • Adaptability and flexibility to thrive in a fast-paced and rapidly evolving environment
  • Should be seen as country level NIQ Retail Audit product champion. Should understand country-wise.

  Qualifications

  • 2+ years’ experience in analytics environment, carrying out data analytics, data management, Experience of client management in order to deal with day-to-day servicing nuances.
  • Ability to proactively understand client's requirement 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
  • 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

  Additional Information

  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

  NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

  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. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

  Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

  NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.

• About the company

  NielsenIQ is the industry leader in global measurement and data analytics, and the most trusted source for retail and consumer intelligence. We deliver the complete truth to retailers, manufacturers, and our partners through our comprehensive data sets and powerful insights. We enable businesses to make critical decisions confidently, accelerating growth and optimizing performance.

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