NielsenIQ Hiring! Full Time SENIOR MANAGER, CSC in WP Kuala Lumpur - Ricebowl

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.   

• 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