SENIOR MANAGER, CSC at NielsenIQ

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

06 Oct, 26

Salary

0.0

Posted On

08 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Relationship Management, Resource Allocation, Performance Metrics Analysis, Voice Of Customer (VoC), Stakeholder Management, Task Triaging, Client Engagement, Troubleshooting, Influencing Skills, Cross-Cultural Communication

Industry

Software Development

Description

Company Description 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. Job Description Customer Support Sr. Manager will be responsible for maintaining/ enhancing customer relationships for a big market or a cluster of markets, ensuring customer deliverables and queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support by allocating resources to manage the workload peaks and troughs, and consistent review stipulated customer success metrics to drive satisfactory customer experience. Identify emerging customer queries and quality trends for product/ process improvement. Work with your manager in setting objectives and KPIs, performance reviews, feedback, and career mentoring. Qualifications Responsible for set of big market or a cluster of markets for the assigned workstream. Work closely with the Manager for team/ task allocation and managing the workload peaks and troughs. Consistently review customer support metrics related to data and tech services; manage and improve customer satisfaction on solution / service provided Responsible for collecting Voice of Customer (VoC) in case of escalations and tickets exceeding SLA TAT/ quality escapes. Train task triaging and other customer issues towards right owners for resolution. Support in servicing efficiencies through planning and execution of client engagement model in order to attain acceptable client (NPS) satisfaction scores. Accountable for maintaining and reinforcing our relationship with key stakeholders with the development of a solid key stakeholder plan. Identify emerging Customer queries and quality trends and flag areas of improvement. She/ He will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency. SOFT SKILLS Communicate clearly with customers Ability to translate technical details from different customer contexts Build network relationships in multi-cultural environment Troubleshooting using Influencing skills Ability to work under pressure and ask for support when required Additional Information Flexible working environment Volunteer time off LinkedIn Learning Employee-Assistance-Program (EAP) Our Benefits Flexible working environment Volunteer time off LinkedIn Learning Employee-Assistance-Program (EAP) NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/ 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 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 https://nielseniq.com/global/en/news-center/diversity-inclusion

Responsibilities

The Senior Manager is responsible for maintaining customer relationships and ensuring efficient delivery of queries using proprietary platforms. They focus on resource allocation, monitoring success metrics, and identifying trends for product and process improvement.