Jr Customer Service Associate

Company Description

Jr. Customer Service Associate will be responsible for offering service to our clients, ensuring all customer inquiries and queries are turned around efficiently using the proprietary 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.

Job Description

A successful Jr. Customer Service Associate manages queries and requests from differents NielsenIQ customers. This person will be responsible for ensuring a clear and accuracy answers which solve queries and requests about NielsenIQ Retail and Scantrack services.  She/ He is expected to waranty a correct input, a complete analysis, with frecuent updated to achieve the best possible answer, ensuring an efficient customer experience. 

• Will be an expert on NIQ processes and methodologies, playing an active role in improving customer satisfaction.
• Responsible for ensure an appropiate ticket input and analytics previous to transfer to operation teams.
• Maintain continuos communication and support with operation teams, to avoid delays and waranty quality in answers.
• Responsible for ensure an optimal support and solution for customer queries and/or requests by tracking actions in order to offer an opportune communication.
• Propose process automation or improves 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 operation and commercial teams in accordance with defined Job Aids and Process Design.
• Adhere to Performance KPIs to improve quality performances (on time tranfers and answers) and maintain work discipline.

Qualifications

• Bachelors or technical Degree with preference to Business Administration/ Analyst, Mathematics, Statistics, Economics; or Bachelor Engineers  
• 0-2 years of experience in related areas 
• Preference to candidates having exposure to R/ Python, or AI/ ML/ RPA  
• Analytical skills and aptitude for data and operational processes  
• Excellent organization skills, meeting deadlines and follow-ups. 
• Project management aptitude (critical path, task sequencing, problem solving, etc.) 
• Skew towards accuracy, proactivity and attention to details  
• English language proficiency is a plus: writing and verbal (Intermediate)

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.

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