Customer Care Executive

As a Customer Care Executive at Nielsen, your main responsibilities include conducting calls with panelists to support scheduling and data collection, troubleshooting issues, and motivating homes to participate. You'll be focused on ensuring that data integrity is maintained while exceeding performance goals related to quality and customer satisfaction.

To qualify for the Customer Care Executive position at Nielsen, fluency in both English and Spanish is essential. Additionally, candidates should possess a high school diploma or equivalent work experience. Having strong interpersonal skills and an ability to engage effectively with customers will also be beneficial.

A Customer Care Executive at Nielsen will enjoy a hybrid work environment, where you can work from home for two days a week and spend three days in our modern office in Guadalajara. The office features amenities like a gym and ample parking, creating a conducive atmosphere for both productivity and personal well-being.

The monthly gross base salary for a Customer Care Executive at Nielsen is competitive, ranging from $16,200 to $21,000 Mexican pesos. This figure is based on your proficiency in English and relevant work experience, ensuring that your skills are recognized and rewarded.

In addition to a competitive salary, Customer Care Executives at Nielsen benefit from a range of perks, including 9% grocery vouchers, a 13% savings fund, major medical coverage for family, life insurance, a 50% vacation bonus, and a 30-day Christmas bonus. These comprehensive benefits boost both your financial stability and work-life balance.

In handling a difficult customer, it’s essential to remain calm and listen actively to their concerns. I would empathize with their situation and reassure them that I am here to assist. It’s crucial to remain patient, offer solutions, and follow up to ensure their issues are resolved satisfactorily.

Certainly! In my previous roles, I've handled various call types, including inquiries, troubleshooting, and follow-ups. I focused on maintaining professionalism and empathy while aiming for efficiency to meet performance goals. I always built rapport with callers to ensure a positive experience.

To motivate customers, I usually start by explaining the purpose of the call in a friendly manner, emphasizing the value of their participation. I also employ open-ended questions to engage them in conversation, which helps build rapport and encourages their involvement.

To ensure data integrity, I follow set protocols strictly during calls, confirming the accuracy of information relayed by customers. I double-check responses and use tools designed for quality assurance to minimize errors while collecting data.

Bilingual skills are crucial in this position because many of our customers and panelists may prefer one language over the other. By speaking both Spanish and English fluently, I can effectively communicate and connect with a diverse customer base, ensuring a more inclusive experience.

Meeting performance goals requires a proactive approach. I'd focus on understanding customer needs, providing thorough responses, and ensuring clarity during our conversations. Regularly seeking feedback also helps me identify areas for improvement to enhance customer satisfaction.

Managing time effectively is key in this role. I would prioritize tasks based on urgency and impact, use a calendar to keep track of calls, and maintain organized notes to ensure I stay on top of follow-ups, all while allowing flexibility to adapt to unexpected situations.

I recall a situation where a customer faced a technical issue that affected their participation. I not only resolved the issue swiftly but also provided them with additional resources and a follow-up call to ensure everything was still working well. They expressed gratitude, appreciating the extra care.

Nielsen is committed to providing comprehensive insights into consumer behavior, driven by data and analytics. Its mission centers on enhancing the understanding of audiences and helping brands make informed decisions. Understanding this helps me align my role with the company's goals.

You should hire me because I bring a blend of relevant experience, bilingual proficiency, and a strong passion for customer service. I am dedicated to building relationships and ensuring customer satisfaction, and I'm keen to contribute positively to Nielsen's mission and values.