Job Description

DEPARTMENT SUMMARY
● Provides an increased focus on unifying the customer’s experience across products, working in partnership
with Sales, Product and all other Nielsen functions to drive satisfaction and loyalty from our customers, by
incorporating the post-sales customer engagement functions from the Commercial team, Digital Census
Operations team from Global Data Solutions and Product Enablement from Product.

POSITION SUMMARY
Customer Support:
● Act as the key contact for all post-sales customer engagement, across delivery, support and success,
including executing the provision of services / deliverables outlined in contracts and service level
agreements.

Key Responsibilities

Customer Support:
● Manage and ensure high quality and timely products/services delivery to the clients according to Nielsen’s
commitment (in terms of delivery frequency and format for database / analysis report);
● Provide comprehensive support and assistance for product usage. Also the product education to clients
(client on-boarding, training sessions and setting up software);
● Resolve customer queries, recommend solutions, guide/update clients on product/software features and
functionalities, provide client delivery notifications;
● Respond to customer needs and queries in a timely and accurate way, via email or phone;
● Gather customer feedback and follow up with customers to ensure their technical issues are resolved
(including provision of technical support to ensure optimal service);
● Guide the clients on how to interpret the data and transform them into insightful information.
Customer Success: (Some work hours will require you to be responsible for success support work)
● Manage and deliver assigned products and/or services, including client onboarding, technical support, query
handling and client deliverables in a timely and optimal manner;
● Work directly with clients to help resolve product issues and ensure customer satisfaction, while they are an
active account with us;
● Work closely with other Media Sales Groups (MSG) and Operations Teams to ensure customer queries and
concerns are addressed in a timely and accurate manner;
● Build customer loyalty to build trust and ensure long-term client retention by educating clients on product
utilization;
● Share feature requests, product malfunctions and effective workarounds with team members.

KEY STAKEHOLDERS & INTERFACE
● Local Media Sales Groups (MSG) Teams: Agencies & Advertisers, Broadcasters & Publishers, Digital &.
Platforms, and Mid Market Sales.
● Country Operations Team.
● Product / Hub Support Teams in other markets;
● Customer Experience Teams across Asia markets.
External
● Clients
● Vendors

Qualifications

EXPERIENCES & QUALIFICATIONS
● Bachelor’s Degree in any discipline
● 2 years working experience is a plus
● Working experience in research and media industry is a plus
● Familiar with Zendesk is a plus
● Skilled in AI (Gemeni/NotebookLM/Glean) is a plus

COMPETENCIES & SKILLS
● Strong analytical skills and the ability to translate numbers into insightful information
● Has good presentation skills, including the ability to generate presentation slides properly
● Understand basic IT skills which includes software installation, configuration and maintenance
● Meticulous with strong attention to detail
● Knowledge of research techniques and methodologies
● Strong interpersonal skills with a collaborative mindset to work well with others
● Must have a thirst for knowledge, the ability to learn quickly and multi-task efficiently, as well as and, easily
grasp new software applications, including helpdesk softwares
● Google & Microsoft Suite Applications
● Well organized with the ability to plan and prioritize
● Good communication in Mandarin and English, both written and verbal
● Excellent communication and problem solving skills with both internal and external stakeholders

KEY PERFORMANCE INDICATORS / MEASURES
● Client Satisfaction which includes: training management, technical troubleshooting, query resolution, timely
delivery, report production, responsiveness, etc.
● Meeting delivery deadlines.
● Nielsen Product Knowledge and Project Management.

Additional Information

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