Job Description : 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 snapshot delivery, quality query resolution.
- 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.
- Drive adherence to KPI and process compliance for set of markets / processes.
- Operate in a hybrid physical-virtual and multi-cultural workplace, liaising with stakeholders and colleagues.

A LITTLE BIT ABOUT YOU

Qualifications - Master’s degree with preference to Marketing





- Analytical skills and aptitude for data and operational processes
- Project management aptitude (critical path, task sequencing, problem solving, etc.)
- Good organization skills, meeting deadlines, and team player
- Analytical and problem-solving skills
- CPG Knowledge is a plus
- Consistency, accuracy, proactivity and attention to detail is a must
- English language proficiency: writing and verbal
- Working knowledge of AI tools and ability to leverage them for query resolution, automation, and productivity improvements

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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📌 Customer Support Analyst (Pune)
🏢 Nielseniq
📍 Pune