Senior Customer Support Analyst

Sr. Customer Support Analyst

Job Description

The Sr. Customer Service Associate 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 Service Associate 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

• Master’s degree with preference to Marketing or Business Analytics with 3+ 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. 

• Logical thinking and adaptability with Transformation 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://www.nielseniq.com/global/en/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

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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

Experience Level

Senior Level