Remote in CDMX- Call Center Specialist - Bilingual Spanish/English

As a Call Center Specialist at Nielsen in Mexico City, you will engage with panelists and clients via phone, conducting essential surveys to gather data that drives media insights. Your bilingual skills in Spanish and English will be crucial in ensuring effective communication, all while following strict guidelines to capture unbiased information.

To qualify for the Call Center Specialist role at Nielsen, candidates must be at least 18 years old, possess a high school diploma or GED, and demonstrate proficiency in both English and Spanish. Experience in customer service or call centers is preferred, and candidates must have good computer and typing skills.

New hires for the Call Center Specialist role at Nielsen undergo a comprehensive multi-week paid training program. This training focuses on customer service techniques, script delivery, data collection guidelines, and compliance with quality standards, requiring 100% attendance and successful completion of assessments.

As a Call Center Specialist at Nielsen, you will work a flexible full-time schedule primarily during US Central time. This includes evening and weekend shifts and may require adherence to holiday work depending on business needs, ensuring availability during peak operational hours.

Yes, the Call Center Specialist position at Nielsen offers you the flexibility to work remotely from your primary residence. However, you must have high-speed internet, a suitable workspace, and meet specific connectivity requirements to ensure effective performance.

In your role as a Call Center Specialist at Nielsen, you will make various basic call types that may involve scheduling, data collection, and reminders. Your objective will be to motivate respondents to participate and gather valuable information while maintaining a friendly and engaging demeanor.

To succeed as a Call Center Specialist at Nielsen, excellent communication skills in both Spanish and English are essential. Additionally, you should possess strong listening abilities, customer service skills, attention to detail, and the capacity to meet strict performance guidelines.

When handling difficult callers, remain calm, listen actively, and show empathy. Acknowledge their concerns and provide clear, respectful responses. Demonstrating patience and a positive attitude can often help diffuse a tense situation.

In the past, I've effectively motivated participants by highlighting the importance of their input and how it impacts decision-making. I engaged with them warmly, creating a connection that encouraged their cooperation through friendly conversation.

To maintain focus during long calls, I use a combination of active note-taking and mental reminders to stay engaged with the caller. I also find it helpful to take short breaks between calls to recharge my energy and focus.

In a previous position, I consistently exceeded performance goals by setting personal weekly targets for calls completed. I tracked my progress and adjusted my strategies to reach my targets while ensuring quality service.

I employ techniques such as active listening, paraphrasing responses to confirm accuracy, and keeping thorough notes. I also adhere to guidelines provided by my employer to ensure that all data is collected consistently and objectively.

I adapt my communication style by first assessing the caller’s tone and engagement level. If they seem reserved, I adopt a more gentle and encouraging approach, whereas I might use a more energized tone when speaking with someone who is enthusiastic.

Key elements of exceptional customer service include clear communication, empathy, active listening, professionalism, and timeliness. Each interaction is an opportunity to positively impact the caller's experience.

Being bilingual is crucial for a Call Center Specialist because it enables effective communication with a diverse customer base. It allows for building rapport and trust, ensuring that responses are accurately delivered and received in both languages.

I am motivated by the knowledge that each call has the potential to impact someone’s experience and decisions. Setting personal goals and consistently monitoring my performance pushes me to excel and contribute to the team's success.

To manage stress in a fast-paced environment, I prioritize self-care outside of work, practice stress-relief techniques during breaks, and maintain a positive mindset. Breaking larger tasks into smaller, manageable steps helps me remain focused on the task at hand.