Jr. Customer Support Analyst (Mandarin Speaker) – Excel & Data Troubleshooting

NielsenIQ; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Benefits offered by this job

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Job summary

NielsenIQ Malaysia in Kuala Lumpur is seeking a Customer Support Associate to serve as the first contact for client inquiries, resolving requests and coordinating with internal teams.

The role focuses on data and methodology support, basic data extraction, and ensuring timely responses while maintaining high service levels.

Ideal candidates hold a Bachelor's degree, are fluent in Chinese and English, and can handle multiple priorities in a fast-paced environment; experience with Excel is a plus.

Qualifications

• Bachelor's degree in any discipline.
• 0-2 years in customer service, analytics, or client-facing roles.
• Fluent in Simplified Chinese and English; strong written/verbal skills.
• Strong analytical and problem-solving abilities.
• Proficiency in Microsoft Excel and Microsoft Office applications.

Responsibilities

• Serve as the first point of contact for customer inquiries.
• Resolve requests, troubleshoot platform issues, and coordinate with internal teams.
• Monitor and document cases while meeting service levels.
• Support data and methodology inquiries using available tools.
• Analyze data issues and work with stakeholders to resolve concerns.
• Assist with data extractions, ad hoc requests, and report delivery.
• Collaborate with cross-functional teams to ensure fast issue resolution.
• Build relationships through professional communication and responsive service.
• Identify opportunities to improve processes and customer experience.
• Develop expertise in NielsenIQ solutions to support clients.

Skills

Bilingual Chinese-English

Analytical thinking

Multitasking

Education

Bachelor's degree

Tools

Microsoft Excel

Microsoft Office

Job description

NIQ/GFK 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, Tech & Durable manufacturers 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 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

Job Description

Key Responsibilities

• Serve as the first point of contact for customer inquiries and provide timely support to ensure a positive client experience.
• Manage and resolve customer requests, troubleshoot basic platform-related issues, and coordinate with internal teams when required.
• Monitor, track, and document customer cases accurately while maintaining service level expectations.
• Support data and methodology-related inquiries using available tools, knowledge articles, and internal resources
• Conduct basic analysis of data issues and work closely with internal stakeholders to identify and resolve customer concerns.
• Assist with data extractions, ad hoc requests, and report delivery based on client requirements.
• Collaborate with cross-functional teams to ensure effective issue resolution and seamless customer support.
• Build strong relationships with clients by providing professional communication and responsive service.
• Identify opportunities to improve processes, knowledge resources, and customer experience.
• Develop expertise in customer support tools, data analytics, and NielsenIQ solutions to better support client needs

Qualifications

• Bachelor's degree in any discipline.
• 0-2 years of experience in customer service, customer support, analytics, or a client-facing role.
• Fluent in both Simplified Chinese and English, with strong written and verbal communication skills.
• Strong analytical and problem-solving skills with attention to detail
• Proficiency in Microsoft Excel and Microsoft Office applications.
• Ability to manage multiple priorities in a fast-paced environment
• A collaborative team player with a customer-focused mindset

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

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