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Junior Customer Support Analyst

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia NielsenIQ Full time 30,000 - 60,000 per year
Job Description

Jr. 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 report, database management, and data quality checks.
  • 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.
  • Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.
Qualifications

A LITTLE BIT ABOUT YOU

A successful Jr. Customer Support Analyst manages 1- 5 customers and/ or 1-3 NIQ markets and will be responsible for deliveries and quality query resolution; will ensure timely query resolution, delivery of snapshots/ decks 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.

Qualifications

  • 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, meeting deadlines, and team player
  • Analytical and problem-solving skills
  • Project management aptitude (critical path, task sequencing, problem solving, etc.)
  • CPG Knowledge is a plus
  • Basic MS Office (Excel, PPT)
  • English language proficiency: writing and verbal
  • 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 is a must
  • Ability to translate technical details from different customer contexts
  • Build network relationships in multi-cultural environment
  • Troubleshooting using Influencing skills
  • Ability to work under pressure and ask for 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)

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.

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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