Customer Support Analyst

Customer Support Analyst will be responsible for maintaining/ enhancing customer relationships, ensuring customer deliverables and queries are addressed efficiently through NielsenIQ proprietary 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 snapshot delivery, quality query resolution.
· Become an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency.
· Ensuring query resolution and delivering data/information 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.
· Drive adherence to KPI and process compliance for set of markets / processes.
· Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.
A LITTLE BIT ABOUT YOU
A successful Customer Support Analyst manages 5 to 10 customers and/ or multiple NIQ market and will be responsible for snapshot delivery and quality query resolution; will ensure timely delivery of reports, databases and effective change management in order to standardize and automate the deliverables. Candidate 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.
· Master’s degree with preference to Marketing
· Preference to candidates having exposure to Excel and strong communication/
· Preference to candidates with good exposure of Microsoft Excel (pivot tables, vlookup, conditional functions, conditional formatting, chart building, and formatting); and PowerPoint
· Analytical skills and aptitude for data and operational processes
· Project management aptitude (critical path, task sequencing, problem solving, etc.)
· Good organization skills, meeting deadlines, and team player
· Analytical and problem-solving skills
· CPG Knowledge is a plus
· Consistency, accuracy, proactivity and attention to detail is a must
· English language proficiency: writing and verbal
· Working knowledge of AI tools and ability to leverage them for query resolution, automation, and productivity improvements
SOFT SKILLS
· Communicate clearly with customers
· Consistency, accuracy, proactivity and attention to detail is a must
· 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
· Logical thinking and adaptability with Transformation mindset

Employment type
Full-time

Work arrangement
No