Snr Executive, Media Client Services
Nielsen
- Petaling Jaya, Selangor
- Permanent
- Full-time
- Independently manage and ensure high quality and timely products/service delivery to the clients according to Nielsen's commitment (in terms of delivery frequency and format for database/analysis report);
- Provide product education to clients (client on-boarding, training sessions and setting up software);
- Optimal customer query resolutions and solution recommendations, 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 phone, email or chat;
- Gather customer feedback and follow up with customers to ensure their technical issues are resolved (including provision of technical support to ensure optimal service);
- Independently 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;
- Close collaboration 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;
- Proactively share feature requests, product malfunctions and effective workarounds with team members.
- Bachelor's Degree in any discipline;
- Minimum 3 years working experience (in research and media industry is a plus);
- High proficiency in analytical skills and translating numbers into insightful information (with minimal supervision);
- Has effective presentation skills, including being well-versed in generating presentation slides;
- Understand basic IT skills which include software installation, configuration and maintenance;
- Meticulous with strong attention to detail;
- Knowledge of research techniques and methodologies;
- Effective interpersonal skills with a collaborative mindset to work well with others;
- Must have a thirst for knowledge, adept in learning and multi-task efficiently, as well as, easily grasp new software applications, including helpdesk softwares;
- Google & Microsoft Suite Applications;
- Well-organized with efficient planning and prioritization;
- Good communication in English, both written and verbal;
- Excellent communication and problem-solving skills with both internal and external stakeholders