Job Title: Senior Business Analyst/Senior Customer Support Analyst, Customer Success Team, Malaysia
The Sr. Customer Support Analyst will be responsible for maintaining and enhancing customer relationships, ensuring customer deliverables and queries are addressed efficiently through NielsenIQ proprietary platforms. This role focuses on delivering high-quality outputs, managing complex queries, and driving customer satisfaction through proactive engagement and process excellence. Additionally, the candidate will play a critical role in stakeholder management and building strong relationships with senior stakeholders - both internally and at the client end.
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.
- Responsible for triaging 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.
A LITTLE BIT ABOUT YOU
A successful Sr. Customer Support Analyst manages multiple customers and NIQ markets, ensuring timely delivery of reports/information, and high-quality query resolution. You will play a key role in driving customer delight with process improvements, standardization, and automation of deliverables. In this role, you are expected to:
- 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.
- Build and maintain strong relationships with senior stakeholders - both internally and at the client end - by understanding their priorities, influencing decisions, and proactively addressing needs.
- 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.
QUALIFICATIONS
- Bachelor's degree and above with preference to Marketing or Business Analytics with 2+ yrs of experience of related experience
- Strong exposure to Microsoft Excel (pivot tables, vlookup, conditional functions, conditional formatting, chart building, and formatting) and 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 are a must.
- English language proficiency: writing and verbal.
- Proficiency in leveraging AI tools for advanced query resolution, data analysis, process automation, and productivity optimization.
SOFT SKILLS
- Communicate clearly and confidently with customers and senior stakeholders.
- Ability to build and maintain strong relationships in a multi-cultural environment.
- Strategic influencing and troubleshooting skills.
- Ability to work under pressure and seek support when required.
- Logical thinking and adaptability with Transformation mindset
