Bilingual Sr. Customer Experience Specialist

As a Bilingual Sr. Customer Experience Specialist at Nielsen, your primary responsibilities will include cultivating strong relationships with panel families, conducting phone interviews for onboarding, and providing technical support for equipment. You'll also be tasked with ensuring data collection integrity and meeting performance metrics related to customer satisfaction.

To apply for the Bilingual Sr. Customer Experience Specialist position at Nielsen, you should be fluent in English and Spanish, possess excellent communication skills, and have prior experience in customer service or sales. A high school diploma or equivalent and strong computer skills are also essential.

The hybrid schedule for the Bilingual Sr. Customer Experience Specialist at Nielsen includes working in the office three times a week, while the rest can be completed remotely. This flexibility ensures you can manage your work-life balance effectively while contributing to the team.

Nielsen offers a competitive base salary of 21,000 MXN per month along with benefits including grocery vouchers, internet connectivity support, family medical expenses coverage, life insurance, and various bonuses. You also get the flexibility to choose your working hours!

Nielsen fosters a supportive and dynamic work culture for Bilingual Sr. Customer Experience Specialists, emphasizing teamwork, excellence, and the drive to make an impact. Employees are encouraged to grow, and your success is seen as a collective achievement.

To build rapport, I would focus on active listening, showing empathy, and personalizing interactions. Understanding each family's unique needs and ensuring they feel valued and supported would be key strategies.

In my previous roles, I was responsible for assisting customers with technical issues. I would walk them through troubleshooting steps patiently, ensuring they felt confident and supported while resolving their concerns.

I would prioritize effective communication, timely follow-ups, and collecting feedback from panel families to make improvements. Setting personal benchmarks and continually refining my approach can help exceed performance goals.

I would first listen to their concerns thoroughly, then analyze the issue to determine a resolution. If necessary, I would escalate the situation to a technical team while keeping the family updated on the progress.

Accuracy in data collection starts with meticulous attention to detail. I would verify device information during onboarding and regularly review the collected data for inconsistencies to maintain integrity.

In my past roles, I often adjusted my communication style based on each customer's needs—whether they required a more formal approach or a friendly, casual conversation. This flexibility helped build trust and enhance the customer experience.

I am proficient in various software tools, including CRM systems, Google Applications, and basic networking concepts. My experience with iOS and Windows environments allows me to troubleshoot effectively across different platforms.

I remain calm and composed, focusing on a solution-oriented approach. Taking deep breaths and actively listening to the customer helps me address their concerns without escalating the stress of the situation.

In a previous customer service role, I had to negotiate with a customer seeking a refund. I carefully listened to their concerns and offered alternative solutions, ultimately satisfying their needs while maintaining company policy.

I am excited about the opportunity to work at Nielsen because of its commitment to shaping the media future. I believe my bilingual skills and dedication to customer service align perfectly with your mission to enhance customer experiences.