Junior Business Analyst

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia NielsenIQ Full time

Job Title: Junior Business Analyst/Junior Customer Support Analyst, Customer Success Team, Malaysia

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.

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

  • Open to fresh graduates. 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

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