Customer Service Associate

Company Description

• Location: Bogotá
• Modality: Hybrid

Job Description

About the Job

The Customer Service Associate is responsible of offering service to our top clients and of managing the complex countries of the LATAM region; ensuring all customer inquiries and queries are turned around efficiently using the proper NielsenIQ platforms.

The job will focus on customer support through CSO/ MSD for task triaging and resolving customer requests to drive satisfactory customer experience with opportune and accurate updates and answers. As well as managing Scrum meetings and lead the team to accomplish small projects.

Responsibilities

• Being an expert on NIQ processes and methodologies, playing an active role in improving customer satisfaction.
• Responsible of ensuring an appropriate ticket input and analysis previous to transfer to operation teams.
• Maintain continuous communication and support with operation teams, to avoid delays and warranty quality in answers.
• Responsible of ensuring optimal support and solutions for customer queries and/or requests by tracking actions in order to offer an opportune communication.
• Propose process automation or improve by using tools like Power BI / R/ Python/ Excel Macros and exploring the possibility of implementing AI (Artificial Intelligence) /ML (Machine Learning).
• Work in partnership with operations and commercial teams in accordance with defined Job Aids and Process Design.
• Adhere to Performance KPIs to improve quality performances (on time transfers and answers) and maintain work discipline.
• Play a coaching role with junior associates, helping the manager to coordinate tasks and spread knowledge in a collaborative atmosphere.
• To lead internal meetings with the team (Scrum).
• To manage the biggest and complex countries of the region.

About You

A successful Customer Service Associate manages queries and requests from different NielsenIQ customers. This person will be responsible of ensuring clear and accurate answers which solve queries and requests about NielsenIQ Retail and Scantrack services.  They are expected to guarantee a correct input, a complete analysis, with frequent updates to achieve the best possible answers, ensuring an efficient customer experience.

Qualifications

Hard Skills

• Bachelor’s/Technical Degree in: Business Administration / Analyst, Mathematics, Statistics, Economics, or Engineering.
• 1.5 - 3 years of experience in related areas.
• Analytical skills and aptitude for data and operational processes.
• Excellent organizational skills, meeting deadlines and follow-ups.
• Project management aptitude (critical path, task sequencing, problem solving, etc.)
• Skew towards accuracy, proactivity, and attention to detail.
• English level: intermediate-advanced
• Desirable: knowledge in R/ Python, or AI/ ML/ RPA.

Soft Skills

• Excellent writing skills: spelling, punctuation, grammar.
• Ability to translate technical details from different customer contexts. 
• Build network relationships in multi-cultural teams.
• Troubleshooting using influencing skills.
• Ability to work under pressure and ask for support when required.
• High analysis and quantitative skills.
• Empathy, patience, and adaptability to manage frustrating situations with internal and external clients.
• Meeting management leadership.

Additional Information

What's in it for you?

• Competitive compensation package.
• Peer and group mentoring programs.
• Committees for developing soft skills and expand your work network.
• Continuous learning and growth.
• Local insurance packages.

... and more!

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

NIQ 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 NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.

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.

For more information, visit NIQ.com

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

NIQ 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