Job Description
Job DescriptionA successful Customer Service Associate manages 5 to 10 customers and/ or one NIQ market and will be responsible for report and database management; will ensure timely delivery of reports, databases and effective change management in order to standardise and automate the deliverables. She/ He is expected to identify, investigate and co-ordinate data resolution, process or product related changes/ queries, and be the first point of contact (through CSO/ MSD) for designated customers, ensuring efficient customer experience.RESPONSIBILITIESThe person will execute, monitor, and continuously improve the delivery management and service-related tasks assigned to the workstream as report, database management, and data quality checks.He/she will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency.Delivering database and reports 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 PlanResponsible for Triaging of customer queries/ request (data, reports, resolution) across markets and customer category groups and tracking actions for improvement as neededWorking closely with NielsenIQ teams for customer set up/ maintenance on coding and database tasksExecute process automation using tools like R/ Python/ Excel Macros and exploring the possibility of implementing AI/ML.Work in partnership with stipulated market’s Customer Service 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.QualificationsMaster’s degree with preference to MarketingMust have C1 Level of proficiency in French speakingAnalytical skills and aptitude for data and operational processesGood organization skills, meeting deadlines, and team playerProject management aptitude (critical path, task sequencing, problem solving, etc.)Skew towards accuracy, proactivity and attention to detailsEnglish language proficiency: writing and verbalSOFT SKILLSCommunicate clearly with customersAbility to translate technical details from different customer contextsBuild network relationships in multi-cultural environmentTroubleshooting using influencing skillsAbility to work under pressure and ask for support when requiredAdditional InformationOur BenefitsFlexible working environmentVolunteer time offLinkedIn LearningEmployee-Assistance-Program (EAP)
About NIQNIQ 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.comWant to keep up with our latest updates?Follow us on: LinkedIn | Instagram | Twitter | Facebook
Our commitment to Diversity, Equity, and InclusionNIQ 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 enthusiastically invite candidates who share that mission to join us. 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
