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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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NielsenIQ DE&I Review

4.1

CEO of NielsenIQ

Jim Peck

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Average salary estimate

$60000 / YEARLY (est.)

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$50000K

$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.