Customer Response Associate - US

Customer Response Associate 

The NielsenIQ Customer Response team  is a modern service team transforming the way we serve our customers with new and updated tools.  We are the key link between NielsenIQ and customers as we are the first line of support for customer questions and requests via our Customer Service Online (CSO) portal. 

As a Customer Response associate you will provide exceptional service to internal and external customers.  Responsibilities  include, but are not limited to, providing data definitions and explaining NIQ methodology, investigating item coding and data quality questions, and managing new user data access requests as part of new user onboarding.  Customer Response associates work directly with customers so must work independently, multitask, and handle a large volume of work.  Most importantly,  you must be customer focused and possess excellent written and verbal communication skills in order to deliver accurate, timely,  and insightful responses to all inquiries, resulting in high levels of customer satisfaction. 

Key Accountabilities 

• Serve as the single-point-of-contact to trouble-shoot and resolve customer inquiries related to databases, definitions, methodology, item coding questions, and other key aspects that impact customer deliverables 

• Drive customer satisfaction by being responsive and delivering on expectations in a timely manner 

• Provide basic training to customers on NielsenIQ tools and solutions 

• Manage new user data access requests as part of customer onboarding and setup 

• Respond to ticket assignments promptly, using established department guidelines while meeting Service Levels 

• Maintain a customer satisfaction feedback rating of at least 90%  

• Ability to complete basic data pulls in NielsenIQ platforms to support customer questions and inquiries 

• Work cross functionally to ensure accurate and timely issue resolution and escalation 

• Build effective relationships with customer contacts 

• Draft FAQ documents or knowledge articles to enable internal and external customers to self-serve for answers to their informational questions. 

• Continually build knowledge of customer business issues and needs, NielsenIQ services and broader industry 

• Stay informed of all policies and procedures that affect customers 

• Fully comprehend the intricate workings of each of the deliverables and proper path of investigation based on issue type 

• Understand and uphold disclosure policies to protect the confidentiality of our customers 

• Identify potential revenue opportunities from day-to-day engagements and passing along to Account Development 

• Responsible for helping to drive CSO activation and adoption 

Required Skills 

• Strong customer service skills and a passion for delighting customers 

• Excellent communication skills both written and verbal 

• Comfortable working in a digital enabled environment  

• Ability to work independently as part of a remote team 

• Organizational & interpersonal skills 

• Exceptional analytical thinking/ability to think outside the box 

• Ability to effectively multi-task and re-prioritize workload based on urgent business needs 

• High tolerance for stressful situations 

• Knowledge with Microsoft Excel, PowerPoint and Google Sheets/Slides 

• Interest in consumer packaged goods industry or data analytics 

Education & Experience Requirements: 

• University degree or equivalent experience 

• 1-2 years professional work experience 

We offer you: 

A diverse work environment  

Learning achievement academy 

Global exposure and engagement 

Ongoing career growth and skill development  

Engaging and challenging work within our portfolio of global customers 

Culture of performance-based rewards 

All your information will be kept confidential according to EEO guidelines.

About NielsenIQ 

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge.  We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. 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.