Customer Service Associate

Employment Type: Full-time Location Type: On-site

Company Description

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.

Position Overview

A successful Customer Service Associate manages 5 to 10 customers and/or one NIQ market. This role is responsible for report and database management, ensuring timely delivery of reports and databases, and effective change management to standardize and automate deliverables. The Associate will identify, investigate, and coordinate data resolution, process, or product-related changes/queries, serving as the first point of contact (through CSO/MSD) for designated customers to ensure an efficient customer experience.

Responsibilities

• Execute, monitor, and continuously improve delivery management and service-related tasks assigned to the workstream, including report and database management, and data quality checks.
• Become an expert on NIQ processes and methodologies, actively contributing to the improvement of deliverables' quality and efficiency.
• Deliver databases and reports according to customer contractual terms, against stipulated success criteria and tracking mechanisms.
• Align with customers on ways of working and define servicing elements of Joint Business Plans.
• Triage customer queries/requests (data, reports, resolution) across markets and customer category groups, tracking actions for improvement as needed.
• Collaborate closely with NielsenIQ teams for customer setup/maintenance on coding and database tasks.
• Execute process automation using tools like R, Python, and Excel Macros, and explore the implementation of AI/ML.
• Partner with designated market Customer Service teams in accordance with defined Job Aids and Process Design.
• Adhere to Performance KPIs to improve quality performance (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.

Qualifications

• Master's degree, with a preference for Marketing.
• C1 Level proficiency in French speaking is mandatory.
• Analytical skills and aptitude for data and operational processes.
• Good organization skills, ability to meet deadlines, and a team player.
• Project management aptitude (critical path, task sequencing, problem-solving, etc.).
• A focus on accuracy, proactivity, and attention to detail.
• English language proficiency: writing and verbal.

Soft Skills

• Communicate clearly with customers.
• Ability to translate technical details from different customer contexts.
• Build network relationships in a multi-cultural environment.
• Troubleshoot using influencing skills.
• Ability to work under pressure and ask for support when required.

Additional Information & Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee Assistance Program (EAP)