Customer Service Associate

NielsenIQ; Kuala Lumpur; Hybrid; MYR 20,000 - 100,000; Full time

Job summary

NielsenIQ is looking for a Junior Customer Service Associate to maintain and enhance customer relationships while ensuring efficient responses to queries. The role involves data management, customer interaction, and collaboration with teams to improve service quality. Candidates should possess strong analytical skills and relevant education.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning access

Employee Assistance Program (EAP)

Qualifications

• Bachelor’s or Master’s degree in relevant fields preferred.
• Experience with Power BI or Advanced Excel is preferred.
• Strong analytical skills and aptitude for data.

Responsibilities

• Maintain and enhance customer relationships.
• Execute and improve delivery management tasks.
• Triaging customer queries across markets.

Skills

Analytical skills

Clear communication

Troubleshooting

Relationship building

Education

Bachelor’s or Master’s degree in Business Administration, Analysis, Mathematics, Statistics, Economics, or Engineering

Tools

Power BI

Advanced Excel

Job description

Job Description

The Jr. Customer Service Associate will be responsible for maintaining and enhancing customer relationships, ensuring timely and efficient responses to customer queries using NielsenIQ platforms. The role focuses on customer support through quality deliverables, utilizing CSO/MSD for task triaging and resolving customer requests to ensure a satisfactory customer experience.

Responsibilities

• Execute, monitor, and improve delivery management and service-related tasks, including reports, data, and methodologies.
• Become an expert on NIQ processes and methodologies to improve deliverables’ quality and efficiency.
• Deliver outputs as per contractual terms, track success criteria, and align with customers on ways of working and service elements of the Joint Business Plan.
• Triaging customer queries and requests across markets and categories, tracking actions for improvement.
• Collaborate with market teams following established Job Aids and Process Design.
• Adhere to KPIs to improve quality, on-time delivery, and data accuracy.
• Operate in a hybrid physical-virtual, multi-cultural environment, liaising with stakeholders.
• Work in shifts starting around 11:00 a.m. MYT to align with clients in the Arabian Peninsula region.

About You

The candidate will be responsible for maintaining and enhancing customer relationships, ensuring efficient handling of deliverables and queries via NielsenIQ platforms. They will be the first point of contact for designated customers, ensuring a positive customer experience.

Qualifications

• Bachelor’s or Master’s degree, preferably in Business Administration, Analysis, Mathematics, Statistics, Economics, or Engineering.
• Experience with Power BI or Advanced Excel is preferred.
• Strong analytical skills and aptitude for data and operational processes.
• Project management skills, including critical path analysis, task sequencing, and problem-solving.
• Proficiency in English, both written and verbal.

Soft Skills

• Clear communication with customers.
• Ability to translate technical details across different customer contexts.
• Ability to build relationships in a multicultural environment.
• Effective troubleshooting and influencing skills.
• Ability to work under pressure and seek support when needed.

Additional Information

• Flexible working environment
• Volunteer time off
• LinkedIn Learning access
• Employee Assistance Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering comprehensive insights into consumer behavior. In 2023, NIQ merged with GfK, expanding its global reach. NIQ operates in over 100 markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Diversity, Equity, and Inclusion

NIQ is committed to reflecting diversity within its workforce and is an Equal Opportunity Employer. We invite candidates who share our mission to join us. Learn more at: Diversity & Inclusion