Customer Service Associate
hace 2 semanas
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Location: Bogotá:
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Schedule: Hybrid:
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Reference ID: REFID536248
Job Description:
About the Job
The Customer Service Associate will be responsible for offering service to our clients, ensuring all customer inquiries and queries are turned around efficiently using the proprietary NielsenIQ platforms.
The job will focus on customer support through CSO/ MSD for task triaging and resolving customer requests to drive satisfactory customer experience with opportune and accurate updates and answers.
Responsibilities
- Expertise on NIQ processes and methodologies, playing an active role in improving customer satisfaction.
- Responsible for ensuring an appropriate ticket input and analytics previous to transfer to operation teams.
- Keeps continuous communication and support with operations teams, to avoid delays and guarantee quality in answers.
- Ensures optimal support and solution of customer queries and/or requests by tracking actions in order to offer opportune communication.
- Propose process automation or improvement using tools like Power BI / R/ Python/ Excel Macros and exploring the possibility of implementing AI (Artificial Intelligence) /ML (Machine Learning).
- Partnership with operations and commercial teams according to defined Job Aids and Process Design.
- Adheres to performance KPIs to improve quality performances (on time transfers and answers) and maintains work discipline.
- Plays a coaching role with junior associates, helping the manager to coordinate tasks and spread knowledge in a collaborative atmosphere.
About you
A successful Customer Service Associate manages queries and requests from different NIQ customers.
You will be responsible for ensuring clear and accurate answers which solve queries and requests about NIQ Retail and Scantrack services.
You will be expected to guarantee a correct input, a complete analysis, with frequent updates to achieve the best possible answer, ensuring an efficient customer experience.
Qualifications:
Hard Skills
- Bachelor's or technical degree in Business Administration/Analyst, Mathematics, Statistics, Economics, or Engineering.
- Preferable experience using R/ Python, or AI/ ML/ RPA.
- English level intermediate (writing and conversational) proficiency is a plus.
- Excellent writing skills: spelling, punctuation, grammar.
- High analytical and quantitative skills.
- Project management skills (critical path, task sequencing, problem solving, etc.)
- Ability to translate technical details from different customer contexts.
- Excellent organizational skills: meeting deadlines and followups.
- Skew towards accuracy, proactivity, and attention to detail.
- Build network relationships in multicultural teams.
- Troubleshooting using influencing skills.
- Ability to work under pressure and ask for support when required.
- Emphatic and patient. Adaptability to manage frustrating situations with internal and external clients.
- Analytical skills and aptitude for data and operational processes.
What's in it for you?
- Competitive compensation package.
- Peer and group mentoring programs.
- Committees for developing soft skills and expand your work network.
- Continuous learning and growth.
- Local insurance packages.
About NIQ
NIQ, the world's leading consumer intelligence company, reveals new pathways to growth for retailers and consumer goods manufacturers.
With operations in more than 100 countries, NIQ delivers the most complete and clear understanding of consumer buying behavior through an advanced business intelligence platform with integrated predictive analytics.
NIQ delivers the Full View.Want to keep up with the latest updates on our business and #LifeAtNIQ? Follow us on: LinkedIn | Instagram | Twitter | Facebook
Our commitment to Diversity, Equity, and Inclusion
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.
- NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process._
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