Customer Experience Specialist

As a Customer Experience Specialist at Nielsen, your primary responsibilities include cultivating strong relationships with Nielsen panel families, conducting engaging phone interviews for eligibility verification, and ensuring the integrity of data collection by accurately gathering device information. You'll also strive to exceed performance goals related to both sample quality and customer satisfaction, making your role vital to the overall mission of Nielsen.

To qualify for the Customer Experience Specialist position at Nielsen, you need to be fluent in both English and Spanish, both written and verbal. A high school diploma or equivalent work experience is required. It’s crucial to possess strong communication skills and a passion for customer engagement, as these are key to thriving in this role.

Nielsen provides an attractive benefits package for Customer Experience Specialists, which includes a gross monthly salary of $16,200 Mexican pesos, 9% in grocery vouchers, financial support for internet connectivity while teleworking, and a 13% savings fund. Additionally, you’ll receive major medical expenses coverage for your family, life insurance, a 50% vacation bonus, and a 30-day Christmas bonus.

Yes, fluency in both English and Spanish is required for the Customer Experience Specialist position at Nielsen. This is essential because you'll be interacting with diverse panel families, ensuring effective communication and support in both languages to enhance their experience.

Customer Experience Specialists at Nielsen enjoy flexible working conditions, including the option to work in a hybrid environment from both our modern office and from home. The role offers a variety of shift options which help you maintain a work-life balance, while still contributing meaningfully to our mission.

When answering this question, emphasize your ability to actively listen, understand customer needs, and maintain consistent communication. Share a specific example of how you have successfully built a strong relationship with a customer in the past, which reflects your interpersonal skills as a Customer Experience Specialist.

Prepare a STAR (Situation, Task, Action, Result) story that highlights your problem-solving abilities. Discuss how you approached the situation, the steps you took to resolve it, and the outcome, showcasing your skills and patience as a Customer Experience Specialist.

Talk about the importance of empathy, proactive communication, and gathering feedback. Illustrate with examples how you have implemented strategies in previous roles to enhance customer satisfaction—it could be conducting follow-up calls or adapting to customer preferences.

To effectively answer this question, share your techniques for prioritizing tasks, using tools like checklists or project management software, and how you remain organized. Mention an example where your multitasking skills as a Customer Experience Specialist resulted in success.

Share what drives your passion for customer experience, possibly citing personal goals, the impact you have on customers, or the excitement of solving challenges. Discuss strategies you employ to keep yourself motivated, especially in repetitive tasks.

Explain how feedback, both received and given, plays a crucial role in improving customer experiences. Share methods you use to gather customer feedback and how you have acted on it to enhance service as a Customer Experience Specialist.

Discuss the importance of accuracy in data collection. Provide examples of how you have identified and rectified data integrity issues in the past, demonstrating your meticulous attention to detail and commitment to quality.

You might cite communication, empathy, and problem-solving as vital skills. Expand on why each is crucial and provide examples from previous experiences to support your claims, illustrating your understanding of the essential requirements for the role.

Emphasize the importance of being flexible and open to change. Discuss your approach to staying informed about customer needs through research, feedback, and trends to effectively adapt and deliver the experience they seek.

Here, express your passion for media engagement and the impact Nielsen has in shaping audience experiences. Discuss how your values align with Nielsen’s mission and how you can contribute to the team’s goals as a Customer Experience Specialist.