Company Description
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 NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/
NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.
Job Description
A client advocate, who aims for delighting customers by managing complex queries though holistic knowledge of NIQ’s services / offerings. This role attempts to minimize the number of handoffs before responding to client, attempting to answer all possible queries without additional teams' intervention for queries managed directly and enabling junior associates to perform at their best through guidance and support
Lead Generation via servicing (reactive on data)
•End to end ownership of the customer query and manage the coordination with Internal teams in case of correction, set-up (billable options)
•Maintaining and creating Knowledge Articles
•Support juniors on access requests and troubleshooting queries on platforms (CSO, Discover) and forward them to NGH upon necessity
•Responsible to provide training to the clients on methodology and on new tools e.g.Discover, Configuration Manager
•Conduct coverage analysis as per the service model, involve DSciwhen needed
•Providing input and preparing Claim letters
•Conduct minimum level of analysis, understanding key trends, market dynamics
•Drive client usage of MSD platform to raise tickets
•Record the right metrics in MSD
•Encourage client self-service as much as possible through knowledge articles, Discover capabilities and Configuration Manager (when live)
•Responsible to acknowledge client queries and set the right severity level within 4 hours of reception
•Secure that minimum level of information to resolve the query is available before triaging the query (templates to be created by CS)
•Triage database and product coding related queries to internal teams
•Own communication until/unless triaging to Client Operations for operational support
•Provide regular information to internal teams regarding the client expectations, critical escalations/situations, contract renewals etc. Communicate major incidents - prepare in liaison with AD/sales and send clear, correct and timely communication for the client for non-operational/sensitive topics with all details required, including local language if needed
•Handle regular weekly/monthly calls with client
Define the audience of the communication and help juniors on the same
Qualifications
Work experience:
Minimum 2-4years of work experience in client facing roles to be able to understand client requirements and execute relevant actions
Education:
•Master’s degree (advantage) or equivalent experience
•Experience with NielsenIQ (or similar) solutions preferred in analytics space, including POS/Panel data
•Strong analytical mind and excellent numerical skills
•Knowledge of Microsoft Excel, PowerPoint, and Google Sheets/Slides
•Excellent command of both written and spoken English (some local jobs might require English)
•Proficiency in pulling, analyzing, and incorporating all NIQ data sources that are relevant to the client(s) – i.e. RMS, CPS, Discover, Omni, etc.
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
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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