Guarantee customer satisfaction through the implementation of a modern and agile customer service, aligned to expectations and fulfilling the responsibilities agreed for the position.
Service Management
- Ensure the delivery of value analysis in a timely manner, aligned with strategic business priorities defined in the Account Plan with the client.
- Support the generation of thought leadership materials.
- Support account executives building materials to new conversations with prospect clients
Efficiency / standardization / transformation
- Make use of the CX platform in presentations and ensure the incorporation of guided analytics as a fundamental part of analytics promoting self-service in clients.
Governance
- Ensure implementation of CSO 2.0 tool to standardize and document how requests are made by customers.
- Control over internal work times (time tracker).
- Mapping of all deliverables committed to with the customer
- Achieving transparency in responses, commitments and constant communication (used as a negotiation and service management tool)
- Fulfillment of the service model agreed with the client (service mix).
ROI
- In small clients will (less tiered D or Bronze) be the point of direct contact with the client, and to escalate issues that go then to the AD (the ideal scenario is to have a consultant but does not give the quantity)
Self-development
- Comply with the internal training and certification process defined by the company (onboarding and NielsenIQ academy).
- Incorporation of the service code and golden rules in the day-to-day business.
- Career Path auto management.
Promote self service to customers
- Promote the use and application of CX (data pull, reporting, business issues that can be solved by guided analytics)
- Promote the use of CSO for quality issues, special customer requirements and information available in knowledge NielsenIQ
- Plan trainings with clients to ensure the above-mentioned points.
