Senior Customer Support Analyst

NielsenIQ; Kuala Lumpur; Hybrid; MYR 50,000 - 75,000; Full time

Job summary

A global consumer intelligence company seeks a Sr. Customer Support Analyst in Kuala Lumpur, Malaysia. You will manage customer relationships, ensure high-quality query resolution, and drive process improvements. The ideal candidate has a degree in Marketing or Business Analytics and possesses strong analytical skills, proficiency in Microsoft Excel, and excellent communication abilities. This role offers a flexible working environment with opportunities for professional growth.

Benefits

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Qualifications

• 2+ years of related customer support experience.
• Proficiency in Microsoft Excel functions.
• Ability to manage multiple customers effectively.

Responsibilities

• Enhance customer relationships through effective query resolution.
• Ensure timely delivery of reports and information.
• Act as the primary point of contact for designated customers.

Skills

Analytical skills

Project management aptitude

Communication skills

Microsoft Excel

Organizational skills

Education

Bachelor’s degree in Marketing or Business Analytics

Tools

PowerPoint

AI tools for data analysis

Job description

The Sr. Customer Support Analyst will be responsible for maintaining and enhancing customer relationships, ensuring customer deliverables and queries are addressed efficiently through NielsenIQ proprietary platforms. This role focuses on delivering high-quality outputs, managing complex queries, and driving customer satisfaction through proactive engagement and process excellence. Additionally, the candidate will play a critical role in stakeholder management and building strong relationships with senior stakeholders - both internally and at the client end.

RESPONSIBILITIES

• Execute, monitor, and continuously improve delivery management and service-related tasks such as snapshot delivery and quality query resolution.
• Become an expert on NIQ processes and methodologies, actively contributing to improving deliverables’ quality and efficiency.
• Ensure query resolution and deliver data/information as per customer contractual terms, aligned with success criteria and tracking mechanisms.
• Align with customers on ways of working and define servicing elements of Joint Business Plans.
• Responsible for triaging customer queries/requests (data, resolution, snapshots) across markets and customer category groups, tracking actions for improvement as needed.
• Work closely with other NielsenIQ teams to identify and implement resolutions.
• Partner with market-specific Customer Service teams in accordance with defined Job Aids and Process Design.
• Drive adherence to KPIs and process compliance for assigned markets/processes, ensuring on-time delivery and data accuracy.
• Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.
• Build and maintain strong relationships with senior stakeholders internally and externally, ensuring effective communication, trust, and collaboration.
• Act as a strategic partner to clients by understanding their priorities and efficiently addressing their queries to enhance customer experience.

A LITTLE BIT ABOUT YOU

A successful Sr. Customer Support Analyst manages multiple customers and NIQ markets, ensuring timely delivery of reports/information, and high-quality query resolution. You will play a key role in driving customer delight with process improvements, standardization, and automation of deliverables. In this role, you are expected to:

• Act as the primary point of contact for designated markets/customers through CSO/MSD, ensuring an exceptional customer experience.
• Identify, investigate, and coordinate resolutions for data, process, or product-related queries with speed and accuracy.
• Build and maintain strong relationships with senior stakeholders - both internally and at the client end - by understanding their priorities, influencing decisions, and proactively addressing needs.
• Collaborate across teams and markets to ensure alignment on ways of working and deliverables that meet contractual and strategic objectives.
• Demonstrate ownership, strategic thinking, and the ability to manage complex situations under pressure while maintaining trust and credibility.

QUALIFICATIONS

• Bachelor’s degree and above with preference to Marketing or Business Analytics with 2+ yrs of experience of related experience
• Strong exposure to Microsoft Excel (pivot tables, vlookup, conditional functions, conditional formatting, chart building, and formatting) and PowerPoint.
• Analytical skills and aptitude for data and operational processes.
• Project management aptitude (critical path, task sequencing, problem solving, etc.).
• Excellent organization skills, ability to meet deadlines, and work effectively in teams.
• Advanced analytical and problem-solving skills.
• CPG exposure is a plus.
• Consistency, accuracy, proactivity, and attention to detail are a must.
• English language proficiency: writing and verbal.
• Proficiency in leveraging AI tools for advanced query resolution, data analysis, process automation, and productivity optimization.

SOFT SKILLS

• Communicate clearly and confidently with customers and senior stakeholders.
• Ability to build and maintain strong relationships in a multi-cultural environment.
• Strategic influencing and troubleshooting skills.
• Ability to work under pressure and seek 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

  Follow us on: LinkedIn|Instagram|Twitter|Facebook

  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