Job Profile
Customer Service Associate (Code: CsA- P21)
Location: Pune/ India
Global Customer Service Center, International Markets.
ABOUT THIS JOB
Customer Service Associate will be responsible for maintaining/ enhancing customer relationships,
ensuring customer deliverables and queries are turned around ef f iciently using the proprietary NielsenIQ
platforms. The job will focus on customer support through quality of deliverables, 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 reports services; manage and

improve customer satisfaction on solution / service provided

• Responsible for change management and transition components around database and reports
• The person will execute, monitor and continuously improve the delivery management and service

related tasks assigned to the Data Center function as report, database management, and data
quality checks.

• She/ He will be an expert on NIQ processes and methodologies, playing an active role in improving

deliverables’ quality & ef f iciency.

• Delivering database and reports as per customer contractual terms, against stipulated success

criteria and tracking mechanisms, aligning with customer on ways of working, and def ining
servicing elements of Joint Business Plan

• Working closely with NielsenIQ teams for customer set up/ maintenance on coding and database

tasks

• Execute process automation using tools like R/ Python/ Excel Macros and exploring the possibility

of implementing AI/ML.

• Work on process standardization/ harmonisation using tech enablers
• Work in partnership with stipulated market’s Customer Service teams in accordance with def ined

Job Aids and Process Design.

• Adhere to Performance KPIs to improve quality performances (on time delivery and data accuracy)

and maintain work discipline.

• Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and

colleagues.
A LITTLE BIT ABOUT THE CANDIDATE
A successful Customer Service Associate will manage 10 to 20 customers and/ or one (or a set of ) NIQ
markets and will be responsible for report and database managementwill ensure timely delivery of reports,
databases and change management to convert reports to standardised format and build more automation.
He/she should be capable of inf luencing and converting reports to global reporting platform CX tools. S/he
is expected to identify, investigate and co-ordinate the resolution of data, process or product related
changes and queries and also be the point of contact for designated customers which also needs to be
solved in an ef f icient and client focused manner.
QUALIFICATIONS

• Masters Degree in Mathematics, Statistics, Economics; or Bachelor Engineers with 2-3 years of

experience OR Master’s in Business Administration (Marketing, Sales, Operations)

• Preference to candidates having exposure to R/ Python, or AI/ ML/ RPA
• Analytical skills and aptitude for data and operational processes
• Good organization skills, meeting deadlines, and team player
• Project management aptitude (critical path, task sequencing, problem solving, etc .)
• Skew towards accuracy, proactivity and attention to details
• English language prof iciency: writing and verbal

SOFT SKILLS

• Communicate clearly with customers
• Ability to translate technical details f rom dif ferent customer contexts
• Build network relationships in multi-cultural environment
• Troubleshooting using Inf luencing skills
• Ability to work under pressure and ask for support when required

ABOUT NielsenIQ
NielsenIQ is a global measurement and data analytics company that provides the most complete and
trusted view available of consumers and markets worldwide. We provide consumer packaged goods
manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and
insights and a complete picture of the complex and changing marketplace that companies need to
innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help
clients around the world understand what’s happening now, what’s happening next, and how to best act
on this knowledge. We like to be in the middle of the action. That’s why you can f ind us at work in over
90 countries, covering more than 90% of the world’s population. For more inf ormation, visit www.niq.com.
NielsenIQ is committed to hiring and retaining a diverse workforce. We are proud to be an Equal
Opportunity/Af firmative 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.