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SeniorFull-time
Salary Range
$13,260 - $17,940 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Service Manager to join NielsenIQ. This role focuses on maintaining and enhancing customer relationships across multiple markets, ensuring efficient handling of customer deliverables and queries using proprietary platforms.
Key Responsibilities
- →Manage customer relationships for a big market or cluster of markets
- →Ensure customer deliverables and queries are turned around efficiently using NielsenIQ platforms
- →Focus on customer support by allocating resources to manage workload peaks and troughs
- →Review customer success metrics to drive satisfactory customer experience
- →Identify emerging customer queries and quality trends for product/process improvement
- →Work with managers in setting objectives, KPIs, performance reviews, and career mentoring
- →Collect Voice of Customer (VoC) in case of escalations and tickets exceeding SLA TAT
- →Train task triaging and other customer issues towards right owners for resolution
- →Support servicing efficiencies through planning and execution of client engagement models
- →Maintain and reinforce relationships with key stakeholders
- →Operate in a hybrid physical-virtual and multi-cultural environment
Requirements
- ✓Manage customers of a big market or cluster of NIQ markets
- ✓Capable of influencing and managing customer expectations
- ✓Expected to identify, investigate, and coordinate resolution of data, process, or product/process related changes and queries
- ✓Serve as the point of contact for designated markets
- ✓Expertise in NIQ processes and methodologies
- ✓Experience with database and reports delivery according to contractual terms
- ✓Ability to work with NielsenIQ teams for customer setup and maintenance on coding and database tasks
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