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Customer Service Associate - job 2 of 4

Job Description

Customer Service Associate will be responsible for maintaining/ enhancing customer relationships, ensuring customer deliverables and queries are turned around efficiently using the proprietary NielsenIQ 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

A successful Customer Service Associate manages 5 to 10 customers and/ or one or multiple NIQ market and will be responsible for report and database management; will ensure timely delivery of reports, databases and effective change management in order to standardize and automate the deliverables. She/ He is expected to identify, investigate and co-ordinate data resolution, process or product related changes/ queries, and be the first point of contact (through CSO/ MSD) for designated customers, ensuring efficient customer experience.

  • 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.
  • He/she 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 customer on ways of working, and defining servicing elements of Joint Business Plan
  • Responsible for Triaging of customer queries/ request (data, reports, resolution) across markets and customer category groups and tracking actions for improvement as needed
  • Working closely with NielsenIQ teams for customer set up/ maintenance on coding and database tasks
  • 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.

Qualifications

  • Master’s degree with preference to Marketing
  • Preference to candidates having exposure to Power BI or Advanced Excel
  • Analytical skills and aptitude for data and operational processes
  • Project management aptitude (critical path, task sequencing, problem solving, etc.)
  • English language proficiency: writing and verbal

Soft Skills

  • Communicate clearly with customers
  • Ability to translate technical details from different customer contexts
  • Build network relationships in multi-cultural environment
  • Troubleshooting using influencing skills
  • Ability to work under pressure and ask for support when required

Additional Information

Our Benefits

  • Flexible working environment
  • Volunteer time off
  • LinkedIn Learning
  • Employee-Assistance-Program (EAP)

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 NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion

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Average salary estimate

$60000 / YEARLY (est.)
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$70000K

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What You Should Know About Customer Service Associate, NielsenIQ

At NIQ, we're searching for a dynamic Customer Service Associate to join our team in Pune, India. As a vital part of our customer relations, you will be responsible for nurturing and enhancing customer connections while ensuring that all queries are addressed efficiently through our innovative NielsenIQ platforms. In this role, you'll manage a manageable roster of 5 to 10 customers or even oversee multiple markets, all while handling report and database management tasks. Your background in marketing will serve you well as you work to maintain timely deliveries, drive customer satisfaction, and streamline processes. The ideal candidate will bring communication skills to the table, enabling them to clearly translate technical information to customers. Your day-to-day will involve triaging customer requests, collaborating closely with our NielsenIQ teams for database maintenance, and adhering to performance KPIs that ensure data accuracy and on-time delivery. If you're analytical, possess project management skills, and thrive in a multicultural environment, we want you on our team. NIQ isn't just any organization; we are dedicated to providing a flexible working environment and numerous employee benefits, including volunteer time off and access to LinkedIn Learning. Join us in our mission to be leaders in consumer intelligence and make a meaningful impact!

Frequently Asked Questions (FAQs) for Customer Service Associate Role at NielsenIQ
What are the responsibilities of a Customer Service Associate at NIQ?

The Customer Service Associate at NIQ is tasked with maintaining customer relationships, managing reports and databases, and ensuring timely deliverables. They will handle customer queries through our proprietary platforms and work closely with teams to improve service quality and efficiency.

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What qualifications are required for the Customer Service Associate position at NIQ?

To qualify for the Customer Service Associate role at NIQ, candidates should ideally have a Master’s degree, preferably in Marketing, along with experience in analytical skills, Power BI or Advanced Excel and project management aptitude. Strong communication skills in English, both written and verbal, are also essential.

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How does the Customer Service Associate role contribute to customer satisfaction at NIQ?

The Customer Service Associate plays a crucial role in ensuring customer satisfaction at NIQ by addressing queries swiftly, triaging requests efficiently, and upholding service quality through effective report and data management, ultimately elevating the customer's experience.

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What soft skills are important for a Customer Service Associate at NIQ?

Soft skills such as clear communication, troubleshooting, relationship-building in a multicultural setting, and the ability to work effectively under pressure are vital for a Customer Service Associate at NIQ. These skills help in creating positive customer experiences.

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What kind of work environment can Customer Service Associates expect at NIQ?

Customer Service Associates at NIQ can expect a hybrid working environment that combines physical and virtual settings. NIQ fosters a culture of flexibility and encourages collaboration among multicultural teams.

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Common Interview Questions for Customer Service Associate
How do you manage customer expectations in a Customer Service Associate role?

Effectively managing customer expectations involves clear communication, setting realistic deadlines, and delivering on promises. It’s essential to stay proactive in addressing potential challenges and keeping the customer informed throughout the process.

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Can you give an example of how you resolved a customer issue in your previous role?

When faced with a customer issue, I utilized active listening to understand their concerns fully. Then, I coordinated with the relevant departments to arrange a prompt resolution while keeping the customer updated throughout the process.

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What approaches do you use to analyze customer data effectively?

I utilize advanced Excel functions and tools like Power BI to analyze customer data. This involves identifying patterns, extracting insights, and presenting actionable recommendations to improve customer satisfaction and service delivery.

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Describe your experience in handling multiple customer accounts.

I’ve successfully managed multiple accounts by organizing my tasks effectively, prioritizing based on urgency, and ensuring that each customer's needs are addressed without compromising quality or timelines.

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How do you ensure data accuracy and quality in your work?

I employ thorough checking mechanisms and adhere to performance KPIs that outline expectations regarding data quality. Regular audits, attention to detail, and a systematic approach to data management help maintain accuracy.

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How would you approach training a new team member in your role?

I would take a hands-on approach, walking them through processes step-by-step, providing them with resources, and encouraging questions. Pairing them with an experienced colleague can foster a supportive learning environment.

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What motivates you in a Customer Service Associate position?

The opportunity to assist customers and enhance their experience is my primary motivation. I find fulfillment in solving problems and helping customers navigate challenges, turning their experiences into positive ones.

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How do you handle stress when dealing with demanding customers?

I handle stress by remaining calm, maintaining a professional demeanor, and focusing on resolution rather than the problem. Effective stress management also involves taking brief pauses to gather my thoughts when needed.

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What strategies do you employ to build rapport with customers?

Building rapport involves genuinely connecting through active listening, showing empathy, and customizing interactions to reflect the customer’s context and needs. Personalizing conversations makes customers feel valued.

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How do you keep yourself organized while managing customer queries?

I utilize task management tools and organize my workload by prioritizing tasks and setting deadlines. This helps me stay on top of customer queries while ensuring timely responses and service delivery.

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