Jr. Customer Support Analyst
Job Description
Jr. Customer Support Analyst 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.
RESPONSIBILITIES:
• 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 Snapshots/data extract 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, resolution, snapshots)) across markets and customer category groups and tracking actions for improvement as needed
• Working closely with other NielsenIQ teams to identify resolutions.
• 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.
Requirements
Function: General Business
Experience Level: Mid-Senior Level