Customer Service Associate (Portuguese)

at  NIELSENIQ

Job Description
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.

Responsible for ensure an appropiate ticket input and analytics previous to transfer to operation teams. Maintain continuos communication and support with operation teams, to avoid delays and waranty quality in answers.

• Responsible for ensure an optimal support and solution for customer queries and/or requests by tracking actions in order to offer an opportune communication.
• Propose process automation or improves 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

• Play a coaching role with junior associates, helping the manager to coordinate tasks and spread knowledge in a colaborative atmosphere.

Qualifications

• Bachelors or technical Degree with preference to 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)

Additional Information

• Responsible for ensure an optimal support and solution for customer queries and/or requests by tracking actions in order to offer an opportune communication.
• Propose process automation or improves using tools like Power BI / R/ Python/ Excel Macros and exploring the possibility of implementing AI (Artificial Intelligence) /ML (Machine Learning)