Customer Service Associate - Analytics & Insights

NielsenIQ; Kuala Lumpur; Hybrid; MYR 40,000 - 60,000; Full time

Job summary

A leading consumer intelligence company in Kuala Lumpur is seeking a Customer Service Associate. This role focuses on enhancing customer relationships and ensuring efficient deliverables and queries through proprietary platforms. Ideal candidates have a relevant degree, analytical skills, and experience with Power BI or Excel. The position requires strong communication skills and is hybrid in nature, aligning with international clients' business hours.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Qualifications

• Bachelor's degree preferred in relevant fields.
• Analytical skills and data aptitude are essential.
• Proficiency in English, both written and verbal.

Responsibilities

• Execute and improve service-related tasks.
• Act as a liaison for customer queries across markets.
• Deliver outputs according to contractual terms.

Skills

Analytical skills

Project management aptitude

Communication skills

Technical translation ability

Stress management

Education

Bachelors/ Masters Degree in Business Administration/ Analyst, Mathematics, Statistics, Economics, or Engineering

Tools

Power BI

Advanced Excel

Job description

Overview

Customer Service Associate 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. They are expected to be the first point of contact (through CSO/ MSD) for designated customers, ensuring efficient customer experience.

Responsibilities

• The person will execute, monitor, and continuously improve the delivery management and service-related tasks assigned to the workstream, including report, data and methodology-related queries.
• She/he will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency.
• Delivering outputs 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, reports, resolution) across markets and customer category groups and tracking actions for improvement as needed
• Work in partnership with stipulated market 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.
• The role involves working in shifts starting around 11:00 a.m. MYT to align with the business hours of clients based in the Arabian Peninsula region

Qualifications

• Bachelors/ Masters Degree with preference to Business Administration/ Analyst, Mathematics, Statistics, Economics; or Bachelor in Engineering
• Preference to candidates having exposure to Power BI or Advanced Excel
• Analytical skills and aptitude for data and operational processes
• Project management aptitude (critical path, task sequencing, problem solving, etc.)
• 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)

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

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. 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. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion