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Nielsen - Customer Care Specialist 4

2.00 to 4.00 Years   Mumbai (Maharashtra)   18 May, 2025
Nielsen Research Ltd. Co.
Job LocationMumbai (Maharashtra)
EducationBE/ B.Tech (Engineering)
SalaryAs per Industry Standards
IndustryResearch/Surveyor/MR
Functional AreaOperations/Customer Service/Telecalling/Backend
EmploymentTypeFull-time

Job Description

Customer Care Specialist 4Location: Mumbai, IndiaDepartment: Customer Service Customer Support/CareEmployment Type: Full Time / HybridJOB DESCRIPTION:We are presently looking for a Customer Care Specialist to provide day-to-day support to new and existing customers. These activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the ongoing success of customer accounts.In this role you will:

  • Serve as the primary contact and provide first-level support for clients.
  • Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed.
  • Log and track calls using Salesforce tracking software and maintain historical records and related problem documentation.
  • Maintain a strong working knowledge of supported products and continually strive to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives.
  • Develop a strong understanding of the business and can relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems to management.
  • Work in conjunction with Sales and Product Development staff to create and deliver new and/or custom products and samples as required by clients.
  • Coordinate with multiple internal departments to resolve customer-related issues or requests.
  • Provide on-call support beeper coverage rotation required 24/7.
  • Generate monthly reports of customer product usage as required.
  • Support CPX team on projects and initiatives from time to time.
  • Monitor and modify customer delivery profiles as required.
  • Participate in customer calls as required.
For this role, we are looking for individuals who have:
  • Must have the ability to work daytime U.S. hours.
  • Associates or Bachelors degree in a technical discipline.
  • 2 - 4 years experience in a customer-facing role.
  • Must possess strong customer service skills, emotional intelligence, and excellent interpersonal and communication skills.
  • Must possess excellent English language skills, both written and verbal.
  • Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.
  • Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.
  • Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.
  • Ability to organize, schedule, and complete multiple tasks concurrently.
  • Working knowledge of business software/applications - Google Suite, Microsoft Office Suite, Salesforce, etc.

Keyskills :
customer service skillsproblem solving emotional intelligence communication skillstechnical proficiency dealing monthly reports accounts

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