Customer Support Analyst

The Sr. Customer Support Analyst will maintain and enhance customer relationships, ensuring customer deliverables and queries are addressed efficiently through NielsenIQ proprietary platforms. The role focuses on delivering high-quality outputs, managing complex queries, and driving customer satisfaction through proactive engagement and process excellence.

Requirements

• Execute, monitor, and continuously improve delivery management and service-related tasks
• Become an expert on NIQ processes and methodologies
• Ensure query resolution and deliver data/information as per customer contractual terms
• Align with customers on ways of working and define servicing elements of Joint Business Plans
• Triage customer queries/requests across markets and customer category groups
• 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
• Build and maintain strong relationships with senior stakeholders internally and externally
• Act as a strategic partner to clients by understanding their priorities and efficiently addressing their queries to enhance customer experience

Benefits

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