Junior Customer Support Analyst

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

Job summary

A data analytics company seeks a Junior Customer Support Analyst to manage customer relationships and ensure effective query resolution. The role involves executing delivery management, collaborating with teams, and maintaining customer satisfaction. Ideal candidates are fresh graduates with a Bachelor’s Degree in relevant fields, equipped with analytical and organizational skills, and able to work in a hybrid environment. Opportunity for entry-level experience in a fast-paced analytics team.

Qualifications

• Open to fresh graduates.
• Basic understanding and ability to use AI tools for productivity and problem-solving.
• Analytical skills and aptitude for data and operational processes.

Responsibilities

• Execute, monitor, and improve delivery management and service-related tasks.
• Triage customer queries/requests across markets and customer category groups.
• Collaborate with NielsenIQ teams to resolve issues.

Skills

Analytical skills

Good organization skills

Project management aptitude

Communication skills

Basic MS Office skills

Education

Bachelor’s Degree in Business Administration, Mathematics, Statistics, Economics, or similar

Tools

MS Excel

MS PowerPoint

Job description

Job Title: Junior Customer Support Analyst (Data Analyst), Customer Success Team, Malaysia

Jr. Customer Support Analyst will be responsible for maintaining and enhancing customer relationships, ensuring deliverables and queries are addressed efficiently through NielsenIQ proprietary platforms. The role focuses on customer support quality, using CSO/MSD for triaging and resolving requests to drive satisfactory customer experience.

RESPONSIBILITIES

• Execute, monitor, and continuously improve delivery management and service-related tasks within the workstream, including report, database management, and data quality checks.
• Become an expert on NIQ processes and methodologies, actively improving deliverables quality and efficiency.
• Ensure query resolution and deliver data/information per customer contractual terms, aligning with customer working methods and defining servicing elements of Joint Business Plan.
• Triage customer queries/requests (data, resolution, snapshots) across markets and customer category groups, tracking actions for improvement.
• Collaborate with NielsenIQ teams to identify and implement resolutions.
• Partner with market Customer Service teams following defined Job Aids and Process Design.
• Adhere to Performance KPIs to improve quality performance (on-time delivery and data accuracy) and maintain work discipline.
• Operate in a hybrid physical‑virtual, multi‑cultural environment, liaising with stakeholders and colleagues.

A LITTLE BIT ABOUT YOU

A successful Jr. Customer Support Analyst manages 1‑5 customers and/or 1‑3 NIQ markets, responsible for deliveries and quality query resolution. The candidate ensures timely query resolution, delivery of snapshots/decks, and effective change management to standardize and automate deliverables. The role involves identifying, investigating, and coordinating data resolution, process or product-related changes/queries, serving as the first point of contact (through CSO/MSD) for designated customers to ensure an efficient customer experience.

QUALIFICATIONS

• Open to fresh graduates. Bachelor’s 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, team player, meeting deadlines.
• Project management aptitude (critical path, task sequencing, problem solving).
• CPG knowledge is a plus.
• Basic MS Office (Excel, PPT).
• Basic understanding and ability to use AI tools for productivity and problem‑solving.

SOFT SKILLS

• Communicate clearly with customers.
• Consistency, accuracy, proactivity, and attention to detail are a must.
• Ability to translate technical details from different customer contexts.
• Build network relationships in a multi‑cultural environment.
• Ability to work under pressure and request support when required.
• Logical thinking and adaptability with a Transformation mindset.

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