Customer Support Analyst will be responsible for maintaining/ enhancing customer relationships, ensuring customer deliverables and queries are addressed efficiently through NIQ 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
Key Responsibilities
Execute, monitor, and improve delivery management and service tasks for the assigned workstream, including snapshot delivery and query resolution.
Build working expertise in NIQ processes and methodologies and contribute to improving deliverable quality and efficiency.
Resolve client queries and provide data or information in line with contractual terms, agreed success criteria, tracking requirements, and ways of working.
Triage Client requests across markets and client category groups, including data, resolution, and snapshot requests; track actions and improvement needs.
Coordinate with other NIQ teams and market Customer Service teams to investigate issues and agree resolutions, following defined job aids and process designs
Support the servicing elements of the Joint Business Plan and coordinate with client on ways of working.
Meet applicable performance KPIs and process requirements, with a focus on on-time delivery, data accuracy, quality, and work discipline.
Work effectively with colleagues and stakeholders in a hybrid, multi-cultural environment
Qualifications and Experience
Graduate or master’s degree with atleast 0-3 years of work experience.
Strong written and verbal English communication skills.
Strong Microsoft Excel skills preferred, including pivot tables, VLOOKUP, conditional functions, conditional formatting, chart building, and formatting; working knowledge of PowerPoint is required.
Analytical ability and interest in data and operational processes.
Project management aptitude, including task sequencing, critical-path thinking, and problem solving.
Good organization, reliability in meeting deadlines, and ability to work as part of a team.
Research industry knowledge is an advantage.
Working knowledge of AI tools and the ability to apply them to query resolution, automation, and productivity improvements.
Core Skills and Behaviours
Communicates clearly with customers and translates technical details for different customer contexts.
Works accurately and consistently, with initiative and attention to detail.
Builds productive relationships across teams and cultures; uses sound judgment and influencing skills to troubleshoot issues.
Adapts to changing priorities and transformation, works calmly under pressure, and asks for support when needed.
Candidate Profile
A client advocate, who owns entry level query resolution of any client query and possesses holistic knowledge of NIQ’s services / offerings. This role attempts to minimize the number of handoffs before responding to client, attempting to answer all possible queries without additional teams' intervention, analyzing the tickets completeness and routing them to the right department when require.
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/
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
At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion