Customer Service Specialist
hace 1 semana
The Customer Service Associate will be responsible for delivering exceptional support to clients, ensuring timely and efficient resolution of customer inquiries and queries utilizing the proprietary NielsenIQ platforms. This role focuses on providing top-notch customer support through CSO/MSD task triaging and resolving customer requests to drive a satisfying customer experience with prompt and accurate updates and answers.
Key Responsibilities:
- Ensure accurate ticket input and analytics before transferring to operation teams
- Maintain continuous communication and support with operation teams to avoid delays and ensure quality in answers
- Deliver optimal support and solutions for customer queries and/or requests by tracking actions to offer timely communication
- Propose process automation or improvements using tools like Power BI/R/Python/Excel Macros and exploring the possibility of implementing AI/ML
- Work in partnership with operation and commercial teams in accordance with defined Job Aids and Process Design
- Adhere to Performance KPIs to improve quality performance
- Play a coaching role with junior associates, helping the manager to coordinate tasks and share knowledge in a collaborative atmosphere
Requirements:
- Bachelor's or technical degree with a preference for Business Administration/Analyst, Mathematics, Statistics, Economics; or Bachelor Engineers
- 2-4 years of experience in related areas
- Analytical skills and aptitude for data and operational processes
- Excellent organization skills, meeting deadlines, and follow-ups
- Project management aptitude (critical path, task sequencing, problem-solving, etc.)
- Skew towards accuracy, proactivity, and attention to details
- Portuguese language proficiency writing and verbal
- English language proficiency is a plus: writing and verbal (Intermediate)
Estimated Salary: $65,000 - $85,000 per year, depending on location and experience.
NielsenIQ offers a flexible working environment, volunteer time off, LinkedIn Learning, Employee-Assistance-Program (EAP), and many other benefits. We are committed to reflecting the diversity of our clients, communities, and markets within our workforce and are an Equal Opportunity/Affirmative Action-Employer. If you're passionate about delivering exceptional customer service and driving business growth, join us as a Customer Service Associate
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