Retail Customer Support Analyst

Customer Support Analyst will be responsible for maintaining/ enhancing customer relationships ensuring customer deliverables and queries are addressed efficiently through NielsenIQ proprietary platforms. The job will focus on customer support through quality of deliverables use of CSO/ MSD for task triaging and resolving customer requests to drive satisfactory customer experience

The person will execute monitor and continuously improve the delivery management and service-related tasks assigned to the workstream as snapshot delivery quality query resolution.

Become an expert on NIQ processes and methodologies playing an active role in improving deliverables quality & efficiency.

Ensuring query resolution and delivering data/information as per customer contractual terms against stipulated success criteria and tracking mechanisms aligning with customer on ways of working and defining servicing elements of Joint Business Plan.

Responsible for Triaging of customer queries/ request (data resolution snapshots) across markets and customer category groups and tracking actions for improvement as needed

Work in partnership with stipulated markets 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.

A successful Customer Support Analyst manages 5 to 10 customers and/ or multiple NIQ market and will be responsible for snapshot delivery and quality query resolution; will ensure timely delivery of reports databases and effective change management in order to standardize and automate the deliverables. Candidate is expected to identify investigate and co-ordinate data resolution process or product related changes/ queries and be the first point of contact (through CSO/ MSD) for designated customers ensuring efficient customer experience.

Preference to candidates having exposure to Excel and strong communication/

Preference to candidates with good exposure of Microsoft Excel (pivot tables vlookup conditional functions conditional formatting chart building and formatting); Analytical skills and aptitude for data and operational processes

Project management aptitude (critical path task sequencing problem solving etc.)

English language proficiency: writing and verbal

Working knowledge of AI tools and ability to leverage them for query resolution automation and productivity improvements

Build network relationships in multi-cultural environment

Logical thinking and adaptability with Transformation mindset

Flexible working environment

LinkedIn Learning

Employee-Assistance-Program (EAP)

NIQ is the worlds leading consumer intelligence company delivering the most complete understanding of consumer buying behavior and revealing new pathways to 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 insightsdelivered with advanced analytics through state-of-the-art platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds population.

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Our commitment to Diversity Equity and Inclusion

At NIQ we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. All employment decisions at NIQ are made without regard to race color religion sex (including pregnancy sexual orientation or gender identity) national origin age disability genetic information marital status veteran status or any other characteristic protected by applicable laws. To learn more about our ongoing efforts in diversity and inclusion please visit the Work :

Full-time