Senior Customer Support Analyst at Nielsen

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Market Research, Consumer InsightsIndustries

Requirements

Bachelor’s degree and above, with preference for Marketing or Business Analytics
2+ years of related experience
Strong exposure to Microsoft Excel (pivot tables, vlookup, conditional functions, conditional formatting, chart building, and formatting)
Strong exposure to PowerPoint
Analytical skills and aptitude for data and operational processes
Project management aptitude (critical path, task sequencing, problem solving, etc.)
Excellent organization skills, ability to meet deadlines, and work effectively in teams
Advanced analytical and problem-solving skills
CPG exposure is a plus
Consistency, accuracy, proactivity, and attention to detail
English language proficiency: writing and verbal
Proficiency in leveraging AI tools for advanced query resolution, data analysis, process automation, and productivity optimization

Responsibilities

Execute, monitor, and continuously improve delivery management and service-related tasks such as snapshot delivery and quality query resolution
Become an expert on NIQ processes and methodologies, actively contributing to improving deliverables’ quality and efficiency
Ensure query resolution and deliver data/information as per customer contractual terms, aligned with 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, resolution, snapshots) across markets and customer category groups, tracking actions for improvement as needed
Work closely with other NielsenIQ teams to identify and implement resolutions
Partner with market-specific Customer Service teams in accordance with defined Job Aids and Process Design
Drive adherence to KPIs and process compliance for assigned markets/processes, ensuring on-time delivery and data accuracy
Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues
Build and maintain strong relationships with senior stakeholders internally and externally, ensuring effective communication, trust, and collaboration
Act as a strategic partner to clients by understanding their priorities and efficiently addressing their queries to enhance customer experience
Act as the primary point of contact for designated markets/customers through CSO/MSD, ensuring an exceptional customer experience
Identify, investigate, and coordinate resolutions for data, process, or product-related queries with speed and accuracy
Collaborate across teams and markets to ensure alignment on ways of working and deliverables that meet contractual and strategic objectives
Demonstrate ownership, strategic thinking, and the ability to manage complex situations under pressure while maintaining trust and credibility

Skills

Customer Relationship Management

Stakeholder Management

Query Resolution

Data Delivery

Process Improvement

KPI Management

Service Delivery

Contractual Compliance

Cross-functional Collaboration

Multicultural Communication

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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