Job Title: Junior Business Analyst/Junior Customer Support Analyst, Customer Success Team, Malaysia
Jr. 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.
RESPONSIBILITIES
- The person will execute, monitor, and continuously improve the delivery management and service-related tasks assigned to the workstream as report, database management, and data quality checks.
- 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
- Working closely with other NielsenIQ teams to identify resolutions.
- Work in partnership with stipulated market's 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 LITTLE BIT ABOUT YOU
A successful Jr. Customer Support Analyst manages 1- 5 customers and/ or 1-3 NIQ markets and will be responsible for deliveries and quality query resolution; will ensure timely query resolution, delivery of snapshots/ decks 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.
QUALIFICATIONS
- Open to fresh graduates. Bachelor's Degree with preference to Business Administration/ Analyst, Mathematics, Statistics, Economics; or Bachelor Engineers
- Analytical skills and aptitude for data and operational processes
- Good organization skills, meeting deadlines, and team player
- Analytical and problem-solving skills
- Project management aptitude (critical path, task sequencing, problem solving, etc.)
- CPG Knowledge is a plus
- Basic MS Office (Excel, PPT)
- English language proficiency: writing and verbal
- Basic understanding and ability to use AI tools for productivity and problem-solving
SOFT SKILLS
- Communicate clearly with customers
- Consistency, accuracy, proactivity and attention to detail is a must
- Ability to translate technical details from different customer contexts
- Build network relationships in multi-cultural environment
- Troubleshooting using Influencing skills
- Ability to work under pressure and ask for support when required
- Logical thinking and adaptability with Transformation mindset
