SENIOR MANAGER, CSC

Benefits

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Family-building benefits

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Mental health support

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Weekend work

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Application

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About this role

SENIOR MANAGER, CSC Kuala Lumpur, 14, Malaysia Company Description: 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. Job Description: 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. Qualifications: 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

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