Bilingual Customer Care Agent

As a Bilingual Customer Care Agent at Nielsen, your primary responsibilities include conducting phone surveys, collecting data, and providing exceptional customer service to participants. You'll be tasked with engaging households to participate in Nielsen ratings while maintaining confidentiality and meeting performance standards. This hybrid role requires you to troubleshoot basic technical issues and maintain a productive home office setup. It's a vital position that helps drive insights for our clients while ensuring quality engagement.

To be a successful candidate for the Bilingual Customer Care Agent role at Nielsen, you should possess a high school diploma or equivalent work experience. Fluency in both English and Spanish is essential, with strong verbal and written communication skills. You should also have good negotiation and customer service abilities, along with competency in computer usage, particularly with IOS, MS Windows, and Google applications. Experience with CATI systems is preferred but not mandatory.

The work environment for a Bilingual Customer Care Agent at Nielsen is a unique blend of in-office and remote work. While you'll primarily work in our modern office in Santa Anita, there's flexibility to work from home. This hybrid model allows you to choose a schedule that suits your lifestyle, enabling a better work-life balance. The office is designed to support an efficient workflow, and our team is dedicated to creating a collaborative and engaging atmosphere.

Nielsen offers a comprehensive benefits package for Bilingual Customer Care Agents that goes beyond standard requirements. You'll enjoy grocery vouchers, financial support for internet expenses, a savings fund, major medical coverage for you and your dependents, life insurance, and vacation bonuses. Additionally, we provide flexible working hours that cater to your personal needs, all while being part of a supportive team that champions your success.

At Nielsen, we take data confidentiality very seriously. Bilingual Customer Care Agents are trained to adhere to strict confidentiality protocols when conducting surveys and handling sensitive information. This ensures that all participant data is kept secure and used solely for research purposes. In addition, our systems are designed to protect the privacy and integrity of all information gathered during the recruitment process.

To effectively engage households for Nielsen ratings, I would employ a combination of friendly communication, active listening, and personalized outreach. By demonstrating enthusiasm about the importance of their participation and how it impacts media insights, I would make them more inclined to cooperate. Building rapport quickly and addressing any concerns they might have is key to successfully persuading them.

When faced with a difficult customer during a phone survey, I would first remain calm and listen to their concerns without interruption. Acknowledging their feelings shows empathy, which can help de-escalate the situation. I would maintain a courteous tone, ask clarifying questions, and provide clear information to resolve their issues or frustrations, ultimately guiding the conversation back to the survey.

While I have experience with call management and data input software, I understand that proficiency with CATI systems is crucial for this role. I would emphasize my willingness to learn quickly and adapt to new applications. I believe that my strong technical skills in related software would allow me to excel in utilizing CATI systems efficiently with the right training.

The most important quality for a Bilingual Customer Care Agent is excellent communication skills. This includes not only being fluent in both English and Spanish but also being able to convey information clearly and empathetically. The ability to adapt communication styles according to the audience is essential for engagement and customer satisfaction in this role. Bringing a positive attitude goes a long way in ensuring a pleasant experience for both the customer and the agent.

In my previous position, I encountered a customer who was upset due to a billing error. I listened carefully to their issue and assured them I would resolve it promptly. After investigating, I found the error and not only corrected it but also offered a discount on their next bill for the inconvenience. This proactive approach not only addressed their immediate concern but also fostered goodwill, turning a potentially negative experience into a positive one.

When managing multiple phone calls, I prioritize tasks by first assessing urgency and importance. I focus on addressing the customer's needs thoroughly, which may involve taking notes for follow-ups. I also use technology and tools to track ongoing cases, allowing me to maintain organized workflow. This ensures that I provide quality service to each customer while effectively managing my time.

To stay motivated in a remote work environment, I establish a structured daily routine that aligns with my peak productivity hours. Regular breaks help me recharge while staying connected with teammates through virtual check-ins. Setting personal goals for each day, whether regarding call targets or improving specific skills, keeps me engaged and accountable to myself and my responsibilities.

Ensuring confidentiality while conducting surveys is vital. I make it a priority to establish a trusting relationship with the participants, clearly explaining how their data will be used and emphasizing confidentiality. I strictly adhere to company protocols and guidelines to protect their information and help them feel secure in sharing their responses.

In the Bilingual Customer Care Agent role at Nielsen, I aspire to not just meet but exceed performance targets through effective customer engagement and accurate data collection. I aim to enhance my negotiation and communication skills while actively contributing to Nielsen's mission. Ultimately, I look forward to being part of a team that drives impactful media insights and serves our clients well.

I want to work for Nielsen because of its longstanding reputation for innovation in media measurement and insights. The company's commitment to excellence aligns with my values of being a part of a mission-driven team that impacts how audiences engage with content. The hybrid work structure also appeals to me, as it allows for flexibility while fostering collaboration within the office. I am excited about the opportunity to contribute to this dynamic environment.