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- Location: Bogotá
- Schedule: Hybrid
- REF30339C
About the job
The 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 proper 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.
Responsibilities
- Expertise on NIQ processes and methodologies, playing an active role in improving customer satisfaction.
- Responsible for ensuring an appropriate ticket input and analytics previous to transfer to operation teams.
- Keeps continuous communication and support with operations teams, to avoid delays and guarantees quality in answers.
- Ensures optimal support and solution of customer queries and/or requests by tracking actions in order to offer opportune communication.
- Propose process automation or improvement using tools like Power BI / R/ Python/ Excel Macros and exploring the possibility of implementing AI (Artificial Intelligence) /ML (Machine Learning).
- Partnership with operations and commercial teams according to defined Job Aids and Process Design.
- Adheres to performance KPIs to improve quality performances (on time transfers and answers) and maintains work discipline.
About you
A successful Jr Customer Service Associate manages queries and requests from different NIQ customers. You will be responsible for ensuring clear and accurate answers which solve queries and requests about NIQ Retail and Scantrack services. You will be expected to guarantee a correct input, a complete analysis, with frequent updates to achieve the best possible answer, ensuring an efficient customer experience.
Hard Skills
- Bachelor’s or technical degree in Business Administration/Analyst, Mathematics, Statistics, Economics, or Engineering.
- Early graduates up to 1.5 years of experience in related areas.
- Preferable experience using R/ Python, or AI/ ML/ RPA.
- English level intermediate (writing and conversational) proficiency is a plus.
- Excellent writing skills: spelling, punctuation, grammar.
- High analytical and quantitative skills.
- Project management skills (critical path, task sequencing, problem solving, etc.)
Soft Skills
- Ability to translate technical details from different customer contexts.
- Excellent organizational skills: meeting deadlines and follow-ups.
- Skew towards accuracy, proactivity, and attention to detail.
- Build network relationships in multi-cultural teams.
- Troubleshooting using influencing skills.
- Ability to work under pressure and ask for support when required.
- Emphatic and patient. Adaptability to manage frustrating situations with internal and external clients.
- Analytical skills and aptitude for data and operational processes.
Additional Information
What's in it for you?
- Competitive compensation package.
- Peer and group mentoring programs.
- Committees for developing soft skills and expand your work network.
- Continuous learning and growth.
- Local insurance packages.
... and more!
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 NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/
NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.
