Jr Customer Service Associate

hace 4 semanas

Bogotá, Colombia NielsenIQ A tiempo completo

Company Description

Jr. 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.

Job Description

A successful Jr. Customer Service Associate manages queries and requests from different NielsenIQ customers. This person will be responsible for ensuring clear and accurate answers which solve queries and requests about NielsenIQ Retail and Scantrack services. She/ He is expected to warranty a correct input, a complete analysis, with frequent updates to achieve the best possible answer, ensuring an efficient customer experience.

  • Will be an expert on NIQ processes and methodologies, playing an active role in improving customer satisfaction.
  • Responsible for ensuring appropriate ticket input and analytics prior to transfer to operation teams.
  • Maintain continuous communication and support with operation teams, to avoid delays and warranty quality in answers.
  • Responsible for ensuring optimal support and solutions for customer queries and/or requests by tracking actions in order 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 (Artificial Intelligence) / ML (Machine Learning).
  • Work in partnership with operation and commercial teams in accordance with defined Job Aids and Process Design.
  • Adhere to Performance KPIs to improve quality performances (on-time transfers and answers) and maintain work discipline.
Qualifications
  • Bachelor's or technical Degree with preference to Business Administration/ Analyst, Mathematics, Statistics, Economics; or Bachelor Engineers
  • 0-2 years of experience in related areas
  • Preference for candidates having exposure to R/ Python, or AI/ ML/ RPA
  • 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 detail
  • English language proficiency is a plus: writing and verbal (Intermediate)
Additional Information

Our Benefits

  • Flexible working environment
  • Volunteer time off
  • LinkedIn Learning
  • Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

NIQ 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 NIQ News Center:

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