Customer Support Analyst

Customer Support Analyst will be responsible for maintaining/ enhancing customer relationships, ensuring customer deliverables and queries are addressed efficiently through NielsenIQ proprietary 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

RESPONSIBILITIES

· The person will execute, monitor, and continuously improve the delivery management and service-related tasks assigned to the workstream as snapshot delivery, quality query resolution.

· Become an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency.

· Ensuring query resolution and delivering data/information 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, resolution, snapshots) across markets and customer category groups and tracking actions for improvement as needed

· Working closely with other NielsenIQ teams to identify resolutions.

· 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.

· Drive adherence to KPI and process compliance for set of markets / processes.

· Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.

A LITTLE BIT ABOUT YOU

A successful Customer Support Analyst manages 5 to 10 customers and/ or multiple NIQ market and will be responsible for snapshot delivery and quality query resolution; will ensure timely delivery of reports, databases and effective change management in order to standardize and automate the deliverables. Candidate 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.