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Bilingual Customer Support Representative
2 months ago
Job Summary:
The Nielsen Company is seeking a highly skilled and multilingual customer support representative to join our team. As a key member of our Field Operations and Panel Recruitment department, you will be responsible for providing exceptional customer service to our panelists, ensuring their satisfaction and retention.
Key Responsibilities:
- Provide primary customer service contact, addressing household concerns, answering questions, and ensuring long-term and accurate usage of equipment.
- Meet outbound and inbound call metrics, building solid, productive relationships with panelists through positive communication.
- Collect and analyze data, providing feedback to panelists, and collecting and maintaining demographic and device information via outbound and inbound calls to ensure quality of the data.
- Use recruitment resources effectively, presenting full disclosure of participation guidelines to panelists, and investigating and resolving proprietary system-generated panelist performance issues.
- Schedule return calls as needed with panelists, working with support departments as needed to resolve panelist issues.
Requirements:
- Fluency in English and Spanish, with strong customer service and human relations skills.
- Outbound and inbound call experience, with problem-solving and performance analysis abilities.
- Capable of working evenings and at least one weekend day each week, with excellent organizational skills and ability to meet deadlines.
- MS Office Suite experience (Word, Excel, and Outlook), with a High School Diploma required and a College degree or equivalent experience preferred.
About Nielsen:
At Nielsen, we connect clients to audiences, fueling the media industry with the most accurate understanding of what people listen to and watch. We measure across all channels and platforms, from podcasts to streaming TV to social media. Our team is passionate about their work, and we're committed to hiring and retaining a diverse workforce.
