Bilingual Customer Experience Specialist

As a Bilingual Customer Experience Specialist at Nielsen, your primary responsibilities include conducting engaging phone interviews with panel families, ensuring their smooth onboarding process, guiding them on troubleshooting technical issues, and maintaining strong relationships. You will also collect device information to ensure data integrity and strive to exceed performance goals related to customer satisfaction and sample quality.

To qualify for the Bilingual Customer Experience Specialist position at Nielsen, fluency in both English and Spanish is a must. Additionally, excellent communication and customer service skills are essential, and prior sales experience is a significant plus. You should also have strong computer skills, a basic understanding of networking concepts, and proven organizational abilities.

At Nielsen, we are committed to the growth of our employees, including Bilingual Customer Experience Specialists. You will receive on-the-job training to enhance your skills, opportunities for advancement within the company, and access to ongoing professional development. We celebrate your successes because when you grow, we all grow!

As a Bilingual Customer Experience Specialist at Nielsen, you can expect a dynamic and supportive work environment. Most of your work will be conducted in our vibrant office in Guadalajara, but we also offer flexible shift options and a balance of remote work to accommodate your needs. Our office is designed to foster collaboration and innovation among our dedicated team.

Nielsen offers a competitive base salary and an extensive benefits package for its Bilingual Customer Experience Specialists. Benefits include medical and life insurance, food vouchers, a generous Christmas bonus, and flexible schedules. We prioritize the well-being of our employees and strive to create a work-life balance that enhances their overall experience.

When answering this question, share specific examples of your past roles in customer service. Highlight situations where you effectively solved customer issues, particularly in bilingual contexts, emphasizing your communication skills and ability to build relationships.

In your response, focus on your problem-solving process. Explain how you ensure you understand the issue fully before offering solutions, showcasing your technical proficiency and patience, which are crucial when assisting customers with troubleshooting.

Discuss the importance of active listening and follow-up communication. Emphasize how you adapt your approach to individual needs, ensuring that each family feels valued and supported throughout their experience with Nielsen.

Highlight your ability to simplify ideas and provide clear, non-jargon explanations. Use analogy or relatable examples from your experience that demonstrate your effectiveness in communicating with customers who may not have a technical background.

Your answer should reflect a proactive approach to understanding metrics and continuously seeking to exceed goals. Talk about how you track your progress and seek feedback to improve your performance.

Discuss your methods for effective time management, such as creating task lists, assessing urgency, and being flexible enough to adapt to changing priorities while still maintaining quality service.

Share a specific story illustrating your conflict resolution skills, focusing on how you listened, acknowledged their concerns, and took step-by-step actions to resolve the issue, resulting in a positive outcome.

Describe your passion for helping others and how satisfying it is to know that your contributions make a difference in the companies’ current operations and clients’ experiences. Share personal motivations that drive your enthusiasm.

In your answer, focus on how you engage with industry news, participate in webinars, or networks with professionals. This will indicate your passion for the field and your pursuit of knowledge.

Highlight the advantages of bilingual communication, such as connecting with a wider audience and understanding diverse perspectives. Express your enjoyment in engaging with customers in their preferred language, enhancing their experience.