Customer Support - Executive

Nabla; Mumbai; On-site; INR 350,000 - 520,000; Full time

Benefits offered by this job

Flexible work environment

Volunteer time off

LinkedIn Learning

Employee Assistance Program

Job summary

NIQ is seeking a Customer Support Associate to maintain and enhance customer relationships using proprietary platforms. The role focuses on efficient query resolution, quality of service, and adherence to defined KPIs to drive a superior customer experience.

The candidate should have a Master’s degree or relevant engineering/MBA background, strong analytical skills, and excellent English communication to operate effectively across multi-cultural teams.

Qualifications

• Master’s degree in mathematics, statistics, or economics, or BE with 2–3 years of experience, or MBA.
• Analytical skills and aptitude for data and operational processes.
• Good organization, meeting deadlines, and team player.
• Project management aptitude (critical path, task sequencing, problem solving).
• Skew towards accuracy, proactivity, and attention to details.
• English language proficiency: writing and verbal.

Responsibilities

• Collect Voice of Customer (VoC) for user experience and service topics and train task triaging.
• Review customer success metrics related to data and tech services to improve satisfaction.
• Execute, monitor, and improve delivery management and service-related tasks.
• Be an expert on NIQ processes and methodologies to improve deliverables’ quality and efficiency.
• Collaborate with NielsenIQ teams for customer setup/maintenance on data and tech tasks.
• Work on process standardization/harmonisation using tech enablers.
• Coordinate with market’s Customer Success and Account Development teams per Job Aids and Process Design.
• Meet Performance KPIs to improve customer satisfaction and maintain discipline.

Skills

Analytical skills

English proficiency

Education

Master's degree in mathematics, statistics, economics

MBA (Marketing, Sales, Operations)

Job description

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.

Additional Information

Our 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://nielseniq.com/global/en/info/niqs-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