As Client Service Executive, you will be an information resource expert, providing dedicated support to assigned clients across Malaysia. You will collaborate closely with operations and account teams, to help client users leverage on suite of products/services and make informed business decisions. Assignments range from data extracts and validation, brand performance analyses, software applications training, creating syndicated reports, to assisting in projects that drive process excellence.
Be the day-to-day contact of Retailers clients, who contact our Client Support Centre by phone or email. You will advise clients on RMS resources and tools, data standards and analyses, audit and calculation methodologies, and other information services.
Deliver analyses, charts and reports that are clear, concise and meaningful to clients. Engage effectively with multiple clients at a time, to ensure that deliverables meet/exceed expectations of timeliness and quality.
Conduct regular reviews with Client Service and Operations teams, to monitor service delivery KPIs involving response times, quality levels and workflow efficiency. Key contributor role in identifying process improvement opportunities.
Maintain timely communications with account teams and senior management, to keep stakeholders up-to-date on client requirements and call out any issues/ risks. Document records of client inquiries and resolutions, into activity logs and Knowledge Base file shares.
Organize content for Resource Library, to help clients keep ahead of Nielsen practices and policies, service enhancements, technology updates, macro market dynamics and retail trends.
Support senior management on developing Thought Leadership case studies.
Successful candidates can look forward to a comprehensive training program.
