Bilingual Contact Center Sr Specialist - job 1 of 2

As a Bilingual Contact Center Sr Specialist at Nielsen, you will conduct phone surveys, collect data, provide exceptional customer service, and troubleshoot basic technical issues. You will be integral in maintaining the performance and quality standards set by the company and will be required to manage both inbound services and scheduling calls effectively.

To apply for the Bilingual Contact Center Sr Specialist position at Nielsen, you should be fluent in both English and Spanish, have experience in customer service or call centers, and possess strong communication and multitasking skills. Comfort with technology is essential, alongside being self-motivated and able to work independently.

Working as a Bilingual Contact Center Sr Specialist at Nielsen means being part of a vibrant team dedicated to making an impact. You'll primarily work in the office but also have opportunities for remote work. Our workplace is characterized by flexibility, allowing you to choose a schedule that suits your lifestyle, whether it involves evening or weekend hours.

Nielsen offers its Bilingual Contact Center Sr Specialists an impressive benefits package that includes grocery vouchers, major medical expense coverage, life insurance, and a savings fund. Additionally, you will enjoy flexible hours that enable a balanced work-life schedule, as well as generous bonus opportunities during Christmas and vacations.

At Nielsen, career progression for a Bilingual Contact Center Sr Specialist typically involves developing expertise in data collection and customer engagement, which can open doors to advanced roles in customer relations or management. Continuous training and performance assessment also support your growth and elevate you within the company.

To effectively handle challenging interactions as a Bilingual Contact Center Sr Specialist, it's important to stay calm and listen actively to the customer's concerns. Empathize with their situation and provide clear solutions. Demonstrating patience and offering to follow up can help resolve issues and turn negative experiences into positive ones.

When answering this question, focus on a specific instance from your experience where you successfully managed multiple tasks simultaneously. Illustrate how you prioritize responsibilities and remain organized to meet all objectives, which is critical in the role of a Bilingual Contact Center Sr Specialist.

To ensure high-quality customer service as a Bilingual Contact Center Sr Specialist, I prioritize effective communication and active listening. I regularly ask for feedback to learn how I can enhance my service delivery and utilize any available tools to assist customers promptly and accurately.

Explain your enthusiasm for joining Nielsen, focusing on their commitment to data-driven insights and how your skills align with their goals. Reflect on your passion for media and communication, and how you would love to play a role in shaping future media experiences through excellent customer support.

Draw from your previous roles to discuss your experience with data collection or telemarketing. Describe the specific methodologies you used, highlighting your ability to engage effectively with respondents and how you ensured accuracy and confidentiality during the data collection process.

I prioritize my tasks by assessing their urgency and impact. Using a to-do list helps me systematically approach my responsibilities and use tools for tracking overdue tasks. I also allocate specific time slots for each task to stay focused and productive throughout the day.

In troubleshooting a basic technical issue during a call, I would first listen carefully to the customer’s description of the problem. Then, I would ask predefined questions to gather more information and guide them through a step-by-step process to rectify the issue effectively while ensuring the conversation remains calm and reassuring.

Being fluent in both English and Spanish enables me to connect with a diverse customer base. I am culturally aware of nuances that can impact communication, ensuring that my clients feel understood and valued, which is crucial in the role of a Bilingual Contact Center Sr Specialist at Nielsen.

I keep myself motivated in a repetitive contact center role by setting personal goals and focusing on the positive impacts I can have on customers. Celebrating small achievements and maintaining a proactive attitude helps me stay engaged and committed to providing the best service possible.

Nielsen is dedicated to delivering insights that help power a better media future. They value teamwork, excellence, and integrity. By aligning with these values, I see myself as an asset to the team, contributing toward meaningful insights and engaging customer experiences.