Customer Service Manager (Data Management & Client Response)
9 months ago
NIQ Customer Service team is focusing on building positive customer experiences by offering outstanding customer-centric servicing and support t..
NIQ Customer Service team is focusing on building positive customer experiences by offering outstanding customer-centric servicing and support to uncover insights on consumer buying behavior, in a timely and consistent manner. This role drives loyalty and empowerment to enhance our customers' use of our data and tools through specialty expertise, engagement, and solutioning.
- Support team in managing in-market complex customer queries, build apt hypothesis and bring prompt resolution with data support and effective communication.
- Work closely with in-market Consulting, Analytics & Insights team, Operations and Data Science, Global customer Service Centre to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes.
- Create an environment to encourage and drive solution mindset and to leverage best practices.
- Enhance servicing efficiencies through planning and execution of client engagement model to attain acceptable client (NPS) satisfaction scores.
- Measure emerging issues and quality trends, flag out areas of improvement on a regular basis, and share with respective teams for improvement.
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