Job Description

About this Job

Customer Service Manager will be responsible for maintaining/ enhancing customer relationships for a big market or a cluster of markets, ensuring customer deliverables and queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support by allocating resources to manage the workload peaks and troughs, and consistent review stipulated customer success metrics to drive satisfactory customer experience. Identify emerging customer queries and quality trends for product/ process improvement. Work with your manager in setting objectives and KPIs, performance reviews, feedback, and career mentoring.

Responsibilities

• Responsible for set of big market or a cluster of markets for the assigned workstream.
• Consistently review customer success metrics related to data and reports services; manage and improve customer satisfaction on solution / service provided
• Responsible for collecting Voice of Customer (VoC) in case of escalations and tickets exceeding SLA TAT/ quality escapes. Train task triaging and other customer issues towards right owners for resolution.
• Work closely with the Manager for team/ task allocation and managing the workload peaks and troughs.
• Support in servicing efficiencies through planning and execution of client engagement model in order to attain acceptable client (NPS) satisfaction scores.
• Accountable for maintaining and reinforcing our relationship with key stakeholders with the development of a solid key stakeholder plan.
• Identify emerging Customer queries and quality trends and flag areas of improvement.
• She/ He will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables' quality & efficiency.
• Delivering database and reports 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
• Working closely with NielsenIQ teams for customer set up/ maintenance on coding and database tasks
• Execute process automation using tools like R/ Python/ Excel Macros and exploring the possibility of implementing AI/ML.
• Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.

A Little bit about you

A Customer Service Manager will manage customers of a big market or cluster of NIQ markets and will be responsible for team/ task allocation and managing the workload peaks and troughs. He/she should be capable of influencing and managing customer expectations. S/he is expected to identify, investigate and co-ordinate the resolution of data, process or product/ process related changes and queries and also be the point of contact for designated Markets.

Qualifications

• 6+ years' experience in analytics environment, carrying out data analytics, data management,
• Experience of Multiple Customer management in order to deal with day-to-day servicing nuances.
• Ability to proactively understand customer's requirement and identify opportunities for Product/ process improvements.
• Project management aptitude (critical path, task sequencing, problem solving, etc.)
• Good Team management skills, meeting deadlines, and team player

Soft Skills

• Good communication & interpersonal skills, and high energy
• Gauge customer sentiments and act according to defined protocols
• Strong in employee engagement and ability to attract talent
• Ability to translate technical details from different customer contexts
• Troubleshooting using Influencing skills
• Ability to multi tasks and Workload management skills

Additional Information

Our Benefits

• Flexible working environment
• Health insurance
• Parental leave
• Life assurance

About NielsenIQ

NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world's population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what's possible. How? We combine unparalleled datasets, pioneering technology, and the industry's top talent to create insights that unlock innovation. Join us and change the landscape.

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Our commitment to Diversity, Equity, and Inclusion

NielsenIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: