Junior Customer Support Analyst at Nielsen

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Market Research, AnalyticsIndustries

Requirements

Bachelor's Degree (preference for Business Administration/Analyst, Mathematics, Statistics, Economics, or Bachelor of Engineering)
Analytical skills and aptitude for data and operational processes
Good organization skills, ability to meet deadlines, and team player
Analytical and problem-solving skills
Project management aptitude (critical path, task sequencing, problem solving, etc.)
CPG Knowledge (plus)
Basic MS Office skills (Excel, PPT)
English language proficiency (writing and verbal)
Basic understanding and ability to use AI tools for productivity and problem-solving
Communicate clearly with customers
Consistency, accuracy, proactivity, and attention to detail
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

Responsibilities

Maintain/enhance customer relationships, ensure customer deliverables and queries are addressed efficiently through NielsenIQ proprietary platforms
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 continuously improve delivery management and service-related tasks (reports, database management, data quality checks)
Become an expert on NIQ processes and methodologies, play an active role in improving deliverables quality and efficiency
Ensure query resolution and deliver data/information per customer contractual terms, against stipulated success criteria and tracking mechanisms
Align with customer on ways of working and define servicing elements of Joint Business Plan
Triaging of customer queries/requests (data, resolution, snapshots) across markets and customer category groups, track actions for improvement
Work 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
Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues
Manage 1-5 customers and/or 1-3 NIQ markets, responsible for deliveries and quality query resolution
Ensure timely query resolution, delivery of snapshots/decks, and effective change management to standardize and automate deliverables
Identify, investigate, and coordinate data resolution, process, or product-related changes/queries
Serve as the first point of contact (through CSO/MSD) for designated customers, ensuring efficient customer experience

Skills

Customer Support

Query Resolution

Data Quality Checks

Report Management

Database Management

Task Triaging

CSO

MSD

Process Improvement

Stakeholder Management

KPI Adherence

Change Management

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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