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Junior Customer Support Associate

hace 2 semanas

Bogotá, Bogotá D.E., Colombia NielsenIQ A tiempo completo

Job Description

El Jr. Customer Support Associate será responsable de ofrecer servicio a nuestros clientes, asegurando que todas las consultas y preguntas de los clientes se resuelvan de manera eficiente, utilizando las plataformas propietarias de NielsenIQ. El trabajo se centrará en el soporte al cliente a través de Nielsen Service Suite/MSD para la priorización de tareas y la resolución de solicitudes de clientes a través del análisis de la data, con el fin de proporcionar una experiencia satisfactoria al cliente con actualizaciones y respuestas oportunas y precisas.

Responsabilidades

  • Será un experto en los procesos y metodologías de NIQ, desempeñando un papel activo en la mejora de la satisfacción del cliente.
  • Responsable de asegurar una entrada de tickets y análisis apropiados antes de transferirlos a los equipos de operación
  • Mantener una comunicación y apoyo continuos con los equipos de operación, para evitar retrasos y garantizar la calidad en las respuestas
  • Responsable de asegurar un soporte y solución óptimos para las consultas y/o solicitudes de los clientes, rastreando acciones para ofrecer una comunicación oportuna
  • Trabajar en asociación con los equipos de operación y comerciales de acuerdo con las Guías de Trabajo y el Diseño de Procesos definidos
  • Adherirse a los KPIs de Desempeño para mejorar la calidad del rendimiento (transferencias y respuestas a tiempo) y mantener la disciplina laboral.
  • Análisis de datos: capacidad para interpretar e interrelacionar variables

Un exitoso Jr. Customer Service Associate gestiona consultas y solicitudes de diferentes clientes de NielsenIQ. Esta persona será responsable de asegurar respuestas claras y precisas que resuelvan consultas y solicitudes sobre los servicios de NielsenIQ. Se espera que garantice una entrada correcta, un análisis completo, actualizaciones frecuentes, para finalmente lograr entregar la mejor respuesta posible, asegurando una experiencia eficiente, con adherencia a los procesos y garantizando la mejor calidad para el cliente.

Qualifications

  • El dominio del idioma inglés (mandatorio B2 o C1)
  • Título universitario o técnico con preferencia en Administración de Empresas/ Analista, Matemáticas, Estadísticas, Economía; o Ingenieros
  • 0-2 años de experiencia en áreas relacionadas de análisis de datos y servicio al cliente
  • Dominio de Excel
  • Power BI (deseable). El conocimiento de herramientas de automatización será una ventaja, no obligatorio
  • Habilidades analíticas y aptitud para los procesos de datos y operativos. Capacidad para interpretar y relacionar variables.
  • Excelentes habilidades de organización, cumplimiento de plazos y seguimiento.
  • Aptitud para la gestión de proyectos (ruta crítica, secuenciación de tareas, resolución de problemas, etc.)
  • Inclinación hacia la precisión, proactividad y atención a los detalles

Soft skills

  • Habilidades de redacción: ortografía, puntuación, gramática
  • Capacidad para traducir detalles técnicos de diferentes contextos de clientes
  • Construir relaciones de red en equipos multiculturales
  • Resolución de problemas utilizando habilidades de influencia
  • Capacidad para trabajar bajo presión y pedir apoyo y escalar problemas cuando sea necesario
  • Altas habilidades analíticas y cuantitativas
  • Excelentes habilidades de comunicación
  • Empatía, paciencia y adaptabilidad para manejar situaciones frustrantes con clientes internos y externos

Additional Information

¿Qué ofrecemos?

  • Desarrollo de carrera personalizado para las oportunidades en NielsenIQ
  • Programa global de mentoría y reconocimiento
  • Oportunidad de trabajar en un entorno global y multicultural
  • Vale de alimentación
  • Short Friday
  • Modalidad híbrida en las oficinas de Bogotá (2 veces a la semana)

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

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the

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

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the