ABOUT THIS JOB
Customer Support Associate will be responsible for maintaining/ enhancing customer relationships, ensuring customer queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support through quality of services, use of CSO/ MSD for task triaging and resolving customer requests, and consistently review stipulated customer success metrics to drive satisfactory customer experience.
RESPONSIBILITIES
- Responsible for collecting Voice of Customer (VoC) for user experience & service model related topics; train task triaging and other customer issues towards right owners for resolution
- Consistently review customer success metrics related to data and tech services; manage and improve customer satisfaction on solution / service provided.
- The person will execute, monitor, and continuously improve the delivery management and service-related tasks.
- She/ He will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency.
- Working closely with NielsenIQ teams for customer set up/ maintenance on data and tech related tasks
- Work on process standardization/ harmonisation using tech enablers
- Work in partnership with stipulated market’s Customer Success and Account development teams in accordance with defined Job Aids and Process Design.
- Adhere to Performance KPIs to improve service performances (Customer satisfaction) and maintain work discipline.
QUALIFICATIONS
- Master’s degree in mathematics, Statistics, Economics; or Bachelor Engineers with 2-3 years of experience OR Master’s in Business Administration (Marketing, Sales, Operations)
- Analytical skills and aptitude for data and operational processes
- Good organization skills, meeting deadlines, and team player
- Project management aptitude (critical path, task sequencing, problem solving, etc.)
- Skew towards accuracy, proactivity, and attention to details.
- 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.
ABOUT NielsenIQ
NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.
NielsenIQ is committed to hiring and retaining a diverse workforce. 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.
Additional InformationOur 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://www.nielseniq.com/global/en/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
Skills Required
- Master's degree in Mathematics, Statistics, or Economics; OR Bachelor's in Engineering with 2-3 years' experience; OR Master's in Business Administration (Marketing, Sales, Operations)
- 2-3 years of experience (for Bachelor's in Engineering)
- Analytical skills and aptitude for data and operational processes
- Project management aptitude (critical path, task sequencing, problem solving)
- Good organization skills, ability to meet deadlines, and team collaboration
- Accuracy, proactivity, and strong attention to detail
- English language proficiency (written and verbal)
- Expertise in NielsenIQ processes and methodologies and experience using NielsenIQ platforms, CSO, and MSD for task triaging
- Ability to communicate clearly with customers and translate technical details across contexts
NielsenIQ Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about NielsenIQ and has not been reviewed or approved by NielsenIQ.
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Parental & Family Support — Public materials highlight paid parental leave in the U.S., with additional paid disability time for birth parents. Parental leave is positioned as a standout element of the package.
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Leave & Time Off Breadth — Unlimited or flexible PTO is referenced alongside paid holidays and sick leave, providing broad time-off options in many roles. Actual use can vary by team norms, but the formal breadth is notable.
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Flexible Benefits — Work-from-home and hybrid arrangements are supported in many roles, with remote-friendly practices described across business lines. Flexibility is frequently positioned as a meaningful advantage.
NielsenIQ Insights
What We Do
NielsenIQ is the industry leader in global measurement and data analytics, and the most trusted source for retail and consumer intelligence. We deliver the complete truth to retailers, manufacturers, and our partners through our comprehensive data sets and powerful insights. We enable businesses to make critical decisions confidently, accelerating growth and optimizing performance.
Why Work With Us
We empower companies around the world to make bold decisions and transform their business with trusted data, solutions, and insights. Joining NielsenIQ means experiencing countless learning opportunities and gaining numerous pathways for growth.
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