Customer Service Executive at Nielsen

Karachi, Sindh, Pakistan

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Market ResearchIndustries

Requirements

Some experience in customer facing roles
Customer driven attitude and strong experience in working in B2B customer-facing role(s), preferably including relationship management
Ability to deliver quickly in a fast-paced environment and independently overcome challenges
Positive and collaborative attitude and proven experience in working cross-functionally with internal teams to drive customer success and achieve business goals
Strong problem-solving abilities and the capacity to meet deadlines consistently
1-2 years of relevant experience

Responsibilities

Ensure high customer satisfaction by understanding and addressing customers’ needs and goals, becoming their trusted advisor by building and maintaining strong relationships
Conduct regular check-ins and business reviews to ensure customers are achieving their desired outcomes
Achieve essential KPIs such as customer satisfaction scores, retention rates, and product usage metrics to gauge the effectiveness of customer success initiatives
Identify and implement improvements to enhance efficiency and customer satisfaction with both your customers and your manager
Provide support and training to team members, as well as customers to ensure a mutually beneficial relationship
Work closely with other departments, such as Commercial, Sales Enablement, and PTO, to ensure a seamless customer experience
Schedule product deliveries according to workflow capacity, handle operational queries, and support the operations team to maintain high service levels
Develop a comprehensive understanding of core services and additional software offerings; track customer usage against allowances and address any queries related to systems
Adopt existing systems and processes to streamline operations and improve service delivery
Prepare and present detailed reports for your customers on adoption and usage of services; use performance data to drive continuous improvement initiatives with customers
Obtain customer feedback to drive continuous improvement to NPS
Act as an advocate for the customer within the company, ensuring their needs and feedback are considered in product development and service improvements
Undertake additional duties as required, either temporarily or permanently
Comply with relevant professional, ethical, and health and safety standards; may require out-of-hours working and reasonable travel to customers and other NIQ offices (domestic and international)

Skills

Key technologies and capabilities for this role

Customer SuccessKPI ManagementCustomer Relationship ManagementProcess ImprovementTrainingCross-Functional CollaborationProduct KnowledgeReportingData AnalysisNPSCustomer Feedback

Questions & Answers

Common questions about this position

Is this position remote or on-site?

The position is on-site.

What experience is required for this role?

Some experience in customer-facing roles is required, along with a customer-driven attitude and strong experience in B2B customer-facing roles, preferably including relationship management.

What salary or compensation does this role offer?

This information is not specified in the job description.

What are the key skills needed to succeed in this customer service role?

Key skills include the ability to deliver quickly in a fast-paced environment, overcome challenges independently, and demonstrate a positive, collaborative attitude with proven cross-functional experience.

What travel or out-of-hours work might this role involve?

The role may require out-of-hours working and reasonable travel to customers and other NIQ offices, both domestic and international.

Nielsen

Global measurement and data analytics provider

About Nielsen

Nielsen provides measurement and data analytics services to help businesses understand consumers and markets globally. The company operates through two main divisions: Nielsen Global Media, which offers reliable metrics for the media and advertising industries, and Nielsen Global Connect, which supplies consumer packaged goods manufacturers and retailers with actionable insights about the marketplace. Nielsen combines its proprietary data with other sources to give clients a comprehensive view of current trends and future opportunities. With a presence in over 100 countries, Nielsen aims to support companies in making informed decisions to drive innovation and growth.

Town of Clarkstown, New YorkHeadquarters

1963Year Founded

$45.1MTotal Funding

ACQUISITIONCompany Stage

Data & Analytics, ConsultingIndustries

10,001+Employees

Benefits

Health Insurance

401(k) Retirement Plan

401(k) Company Match

Unlimited Paid Time Off

Risks

Competition from digital-native analytics firms threatens Nielsen's market share.

Privacy regulations may impact Nielsen's data collection capabilities.

Private equity acquisition could lead to strategic shifts misaligned with client needs.

Differentiation

Nielsen offers comprehensive cross-platform measurement solutions, including mobile media markets.

The Diverse Media Equity program elevates diverse-owned media companies' visibility.

Nielsen Impact Score evaluates marketing value of university athletic programs.

Upsides

Acquisition of Telephia enhances Nielsen's mobile media measurement capabilities.

Partnerships with P&G and NMSDC support diverse media representation.

Collaboration with TikTok improves digital audience measurement services.

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