Jr. Customer Support Analyst

NielsenIQ; Pune District; Hybrid; INR 300,000 - 450,000; Full time

Benefits offered by this job

Flexible working environment

Volunteer time off

Job summary

NielsenIQ in Pune, India is seeking a Jr. Customer Support Analyst to maintain customer relationships and ensure timely, quality deliverables using NielsenIQ platforms, with a focus on accuracy and customer satisfaction.

The role involves delivery management, data snapshots, triaging queries across markets, coordinating with regional CS teams, and working in a hybrid, multi-cultural setup to meet KPIs on data quality and on-time delivery.

Qualifications

• Bachelor's degree in Business Admin, Analyst, Math, Statistics, Economics or Engineering.
• Analytical skills and aptitude for data and operational processes.
• Strong organizational skills and ability to meet deadlines.
• Project management aptitude and problem solving.

Responsibilities

• Deliver, monitor, and improve delivery management and service tasks.
• Act as NIQ process expert to improve deliverables quality.
• Deliver data snapshots as per terms and track success criteria.
• Triage customer queries across markets and track actions.
• Collaborate with NIQ teams to identify resolutions.
• Coordinate with market CS teams per Job Aids and Process Design.
• Meet KPIs for on-time delivery and data accuracy.

Skills

Analytical skills

Organization skills

Project management

English proficiency

Education

Bachelor's degree

Job description

Jr. Customer SupportAnalyst 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.

Qualifications

A successful Jr. Customer SupportAnalystmanages 1- 5 customers and/ or one NIQ market and will be responsible for snapshot delivery and quality query resolution; will ensure timely delivery of snapshots/ decks 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.

Qualifications

• Bachelors Degree with preference to Business Administration/ Analyst, Mathematics, Statistics, Economics; or Bachelor Engineers
• 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
• Ability to work under pressure and ask for support when required
• Logical skills

Additional Information

• Flexible working environment
• Volunteer time off

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including resume 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 thehttps://nielseniq.com/global/en/news-center/diversity-inclusion

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