Customer Service Associate Manager

**Job Description** About this Job**
NielsenIQ's Customer Support team partners with clients to create and sustain strong foundation and trust in NielsenIQ data that will secure and enable growth for our business - at the client and for the client. The Customer Support team will own the contractual commitments for compliance and quality of our customers in related to NielsenIQ products and services.
We are looking for an energetic and dynamic Customer Service Associate Manager (Business Intelligence) for Brazil to join our fast-paced, international team. This role will be a client advocate, who aims to delight customers by managing complex queries through holistic knowledge of NIQ's services / offerings. This role attempts to minimize the number of handoffs before responding to client, attempting to answer all possible queries without additional teams' intervention for queries managed directly and enabling junior associates to perform at their best through guidance and support.
**Responsibilities**
- Ensure efficient deployment, management, and organization of recruitment operations and staffing.
- Assess team training needs and ensure appropriate learning resources and training programs are available.
- Ensure timely acknowledgment of queries and adherence to defined SLAs.
- Monitor metric entries in MSD by Junior and Experienced Associates to ensure accuracy and consistency.
- Lead regular weekly/monthly client calls, act as the single point of contact (SPOC) for major escalations, and implement measures to de-escalate issues.
- Support lead generation through reactive servicing based on data insights, overseeing data metering and plan administration activities.
- Ensure seamless coordination with internal teams (BI/Client Ops) for corrections and setup of billable options.
- Analyze client feedback on queries to identify improvement opportunities and implement measures to reduce dissatisfaction.
- Collaborate with Experienced Associates to finalize communications related to product enhancements and projects.
- Liaise with internal teams to monitor the quality of information provided in response to queries.
- Ensure consistent communication with internal teams regarding client expectations, critical escalations, contract renewals, and other key updates.
- Define and validate the appropriate audience for all communications to ensure relevance and impact.
**Qualifications**
- Master's degree (advantage) or equivalent experience.
- Strong experience in client facing roles to be able to understand client requirements and execute relevant actions.
- Experience with NielsenIQ (or similar) solutions preferred in analytics space, including POS/Panel data.
- Strong analytical mind and excellent numerical skills.
- Knowledge of Microsoft Excel, PowerPoint, and Google Sheets/Slides.
- Excellent command of both written and spoken English.
- Proficiency in pulling, analyzing, and incorporating all NIQ data sources that are relevant to the client(s) - i.e. RMS, CPS, Discover, Omni, etc.
- Ability to coach others on NIQ tools and Facts & Fundamentals.
**Additional Information** Our Benefits**
- Flexible working environment
- Short Friday
- Wellhub (Gympass)
- Mentorship Program
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
- Comprehensive Medical and Dental Coverage
- Meal Allowance
...and more
Job ID: R25_ |BR
**Our Benefits**
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
**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.
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