Customer Support Associate will be responsible for maintaining/ enhancing customer relationships, ensuring customer queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support through quality of services, use of CSO/ MSD for task triaging and resolving customer requests, and consistently review stipulated customer success metrics to drive satisfactory customer experience.
RESPONSIBILITIES
● Responsible for collecting Voice of Customer (VoC) for user experience & service model related topics; train task triaging and other customer issues towards right owners for resolution
● Consistently review customer success metrics related to data and tech services; manage and improve customer satisfaction on solution / service provided.
● The person will execute, monitor,
and continuously improve the delivery management and service-related tasks.
● She/ He will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency.
● Working closely with NielsenIQ teams for customer set up/ maintenance on data and tech related tasks
● Work on process standardization/ harmonisation using tech enablers
● Work in partnership with stipulated market’s Customer Success and Account development teams in accordance with defined Job Aids and Process Design.
● Adhere to Performance KPIs to improve service performances (Customer satisfaction) and maintain work discipline.
📌 Customer Support - Executive (Mumbai)
🏢 Nielseniq
📍 Mumbai
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