Bilingual - Customer Care Agent

As a Bilingual Customer Care Agent at Nielsen, your primary responsibilities include conducting phone surveys and collecting data from panelists and customers in both English and Spanish. You'll provide exceptional customer service by answering questions, troubleshooting basic technical issues, and motivating clients to engage with our studies. Furthermore, you will need to meet specific productivity and performance standards while maintaining the confidentiality of information gathered during your calls.

To qualify for the Bilingual Customer Care Agent position at Nielsen, you should be fluent in both English and Spanish, possessing strong communication skills. Ideally, you have prior experience in customer service or call centers, showing your capacity to thrive in a fast-paced environment. Additionally, being self-motivated and comfortable with technology will greatly benefit your success in fulfilling your duties effectively.

Nielsen offers a hybrid work model for the Bilingual Customer Care Agent role, allowing you to combine in-office work with remote tasks. You will have the flexibility to choose a schedule that suits your life, with various shift options available to accommodate different needs, including evenings and weekends. This balance allows you to enjoy both professional and personal life while meeting your performance goals.

As a Bilingual Customer Care Agent at Nielsen, you can expect a comprehensive benefits package that goes beyond what is mandated by law. This includes a grocery voucher of 9%, financial support for your internet connectivity, a 13% savings fund, major medical expense coverage for your family, life insurance, and generous vacation bonuses. You will also receive an exciting 30-day Christmas bonus (Aguinaldo) to recognize your hard work throughout the year.

Nielsen prioritizes your safety during the hiring process by using official channels to communicate with potential candidates. Only contact from Nielsen recruiters will occur through verified job boards, LinkedIn, or official nielsen.com email addresses. If you receive outreach via unofficial platforms or personal emails, verifying authenticity is crucial. This enables you to pursue your application confidently and securely.

When responding to this question, highlight your past roles involving direct customer interactions, emphasizing your ability to handle diverse client concerns, resolve issues, and provide a positive experience. Illustrate your adaptability, showcasing how you’ve learned from these experiences and applied feedback to improve your service skills.

To effectively answer this question, share clear examples of how you've handled challenging interactions. Focus on maintaining professionalism and empathy to understand the customer's perspective. Discuss de-escalation techniques you’ve used and how you’ve resolved conflicts while ensuring customer satisfaction.

Emphasize how being bilingual allows you to connect with a broader range of customers, offering personalized support to both English and Spanish speakers. Discuss any specific instances where your language skills helped resolve an issue or improve communication, ultimately reinforcing positive customer relationships.

Share practical strategies you utilize to stay organized and efficient, such as prioritizing tasks, using scheduling tools, or employing time-management techniques. Highlight any successful methods you've learned for reducing downtime and enhancing your call engagement to meet performance metrics.

When answering this, outline the steps you took to identify and troubleshoot the issue, demonstrating your problem-solving skills. Provide details on the technical challenge, your diagnosis process, and the resolution, showcasing your capability to remain calm and resourceful under pressure.

It's essential to convey your understanding of confidentiality protocols. Talk about specific practices you follow to protect sensitive information, such as adhering to company policies, securely handling data, and emphasizing the importance of maintaining trust with customers.

Demonstrate your understanding of Nielsen's values and mission as you discuss how your skills, experiences, and personal goals align with their objectives. Illustrate your passion for media insights, customer service excellence, and making a meaningful impact in the industry, reflecting on your bilingual capabilities.

Share specific experiences related to conducting phone surveys or collecting data, focusing on your role in ensuring accuracy and compliance with established protocols. Highlight how you engaged participants, maintained a friendly demeanor, and your familiarity with tools or software commonly used for these tasks.

It's important to showcase your flexibility in communication. Discuss how you assess the customer's tone, language, and demeanor to adjust your approach accordingly, ensuring that you provide the most effective and personalized service possible. Also, mention examples of how you've successfully adjusted your communication style in past scenarios.

When addressing this question, express your belief in the significance of teamwork for achieving shared goals. Share your approach to collaborating with teammates, highlighting past experiences where cooperative efforts led to better problem-solving, enhanced productivity, or collective success in reaching performance targets.