Customer Service

About this JobA client advocate, who aims for delighting customers by managing complex queries though holistic knowledge of NIQ’s services / offerings. This role attempts to minimize the number of handoffs before responding to client, attempting to answer all possible queries without additional teams' intervention for queries managed directly and enabling junior associates to perform at their best through guidance and support.ResponsibilitiesMinimum 4-5+ years of work experience in client facing roles to be able to understand client requirements and execute relevant actionsLead Generation via servicing (reactive on data)Data metering/plan administration Manage the coordination with BI (GRC) in case of report correction, set-up (billable options) Maintaining and creating Knowledge Articles   Responsible to provide training to the clients on methodology and on new tools e.g. Discover, Configuration Manager Conduct coverage analysis as per the service model, involve DSci when needed Providing input and preparing Claim letters Lead key initiatives within the team to improve efficiency and drive process improvementsAddress customer queries related to universe update and Product EnhancementsCommunicate on projects, major incidents - prepare in liaison with AD/sales and send clear, correct and timely communication for the client for non-operational/sensitive topics with all details required, including local language if needed Conduct minimum level of analysis, understanding key trends, market dynamics   Review CHT monthly, initiate and manage action plan to improve service and data related KPIs Record the right metrics in MSD Encourage client self-service as much as possible through knowledge articles, Discover capabilities and Configuration Manager (when live)Secure that minimum level of information to resolve the query is available before triaging the query (templates to be created by CS)Own communication until/unless triaging to Client Operations for operational support Provide regular information to Internal teams regarding the client expectations, critical escalations/situations, contract renewals etc. Communicate major incidents - prepare in liaison with AD/sales and send clear, correct and timely communication for the client for non-operational/sensitive topics with all details required, including local language if needed Define the audience of the communication and help juniors on the same