Bilingual Customer Service Specialist

As a Bilingual Customer Service Specialist at Nielsen, your key responsibilities include conducting phone surveys, collecting data, and providing exceptional customer service to panelists and respondents across the U.S. You're expected to troubleshoot basic technical issues and maintain confidentiality of customer information while meeting performance standards.

To qualify for the Bilingual Customer Service Specialist position at Nielsen, you need a high school diploma or equivalent work experience, fluency in both English and Spanish (written and verbal), and strong customer service and negotiation skills. Experience with CATI systems and dialers is preferred, as well as proficiency in computer applications.

The Bilingual Customer Service Specialist role at Nielsen is a hybrid position, meaning you will work both in the office and remotely from home. You'll need to maintain a high-speed internet connection at home, and you'll have the flexibility to choose work hours that best suit your life, including evenings and weekends.

Nielsen provides an impressive array of benefits for Bilingual Customer Service Specialists, including grocery vouchers, financial support for internet expenses, medical coverage for family members, a vacation bonus, and flexible working hours to fit diverse lifestyles. Additionally, you choose your shifts to keep your work-life balance optimized.

Nielsen fosters a supportive work culture by prioritizing employee success and providing various resources and flexible options designed to help you thrive in your role. The collaborative environment encourages professional growth, and the strong benefits package underscores the company's commitment to employee well-being.

When addressing difficult customers, I remain calm and listen actively to their concerns. It’s crucial to empathize with their situation and assure them that I’m here to help. By using my negotiation skills, I can often find a solution that satisfies both parties, ensuring a positive customer experience.

I've conducted various phone surveys where data collection was central to my responsibilities. I focus on building rapport with respondents to encourage participation and ensure accurate data collection, while adhering to quality and confidentiality standards.

I strictly adhere to company policies regarding data confidentiality, ensuring that sensitive information is only shared within authorized channels. I also make it a priority to communicate the importance of confidentiality to customers, assuring them that their information is safe.

In a hybrid work environment, I effectively manage my time by creating a daily schedule that prioritizes tasks based on deadlines and importance. I set clear goals for each work session and use digital tools to keep track of progress, ensuring I stay organized no matter where I work.

To motivate customers during phone calls, I employ positive language, convey enthusiasm, and actively engage with them by asking questions. This approach helps to create a friendly atmosphere and encourages customers to respond positively to the call's purpose.

When troubleshooting technical issues, I take a systematic approach by first identifying the problem based on the customer's description. I guide them step-by-step through potential solutions and remain patient and understanding, ensuring they feel supported throughout the process.

I find that utilizing tools like CRM systems for tracking customer interactions, along with dialer software for efficient call management, enhances my productivity in customer service. Additionally, familiarity with Google applications and MS Windows allows me to navigate efficiently.

I stay updated by subscribing to industry newsletters, attending webinars, and participating in professional forums. Engaging with peers and experts in customer service helps me to exchange insights and understand current trends affecting the field.

Once, for a customer who faced a persistent issue, I coordinated with multiple departments to ensure a comprehensive solution. My proactive communication and follow-up kept them informed and satisfied, resulting in positive feedback and bolstering their trust in our company.

I’m excited about the opportunity to work at Nielsen due to its esteemed reputation in the media industry and its commitment to employee growth. The chance to contribute to meaningful insights that drive decisions aligns perfectly with my career aspirations and passion for customer service.