Responsibilities
Customer Support Analyst will be responsible for maintaining/enhancing customer relationships, ensuring customer deliverables and queries are addressed efficiently through NIQ 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.
•Execute, monitor, and improve delivery management and service tasks for the assigned workstream, including snapshot delivery and query resolution.
•Build working expertise in NIQ processes and methodologies and contribute to improving deliverable quality and efficiency.
•Resolve client queries and provide data or information in line with contractual terms, agreed success criteria, tracking requirements, and ways of working.
•Triage Client requests across markets and client category groups, including data, resolution, and snapshot requests; track actions and improvement needs.
•Coordinate with other NIQ teams and market Customer Service teams to investigate issues and agree resolutions, following defined job aids and process designs.
•Support the servicing elements of the Joint Business Plan and coordinate with client on ways of working.
•Meet applicable performance KPIs and process requirements, with a focus on on-time delivery, data accuracy, quality, and work discipline.
•Work effectively with colleagues and stakeholders in a hybrid, multi-cultural environment.
Requirements
•Graduate or master's degree with at least 0-3 years of work experience.
•Strong written and verbal English communication skills.
•Strong Microsoft Excel skills preferred, including pivot tables, VLOOKUP, conditional functions, conditional formatting, chart building, and formatting; working knowledge of PowerPoint is required.
•Analytical ability and interest in data and operational processes.
•Project management aptitude, including task sequencing, critical-path thinking, and problem solving.
•Good organization, reliability in meeting deadlines, and ability to work as part of a team.
•Research industry knowledge is an advantage.
•Working knowledge of AI tools and the ability to apply them to query resolution, automation, and productivity improvements.
•Communicates clearly with customers and translates technical details for different customer contexts.
•Works accurately and consistently, with initiative and attention to detail.
•Builds productive relationships across teams and cultures; uses sound judgment and influencing skills to troubleshoot issues.
•Adapts to changing priorities and transformation, works calmly under pressure, and asks for support when needed.
Candidate Profile
A client advocate, who owns entry level query resolution of any client query and possesses holistic knowledge of NIQ's services/offerings. This role attempts to minimize the number of handoffs before responding to the client, attempting to answer all possible queries without additional teams' intervention, analyzing the tickets' completeness and routing them to the right department when required.
Conditions
•Flexible working environment
•Volunteer time off
•LinkedIn Learning
•Employee Assistance Program (EAP)
