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

As a Call Center Specialist at Nielsen in Mexico City, your primary role includes conducting various types of calls to panelists and customers. This involves tasks like scheduling, data collection, and general troubleshooting, while maintaining a high level of customer service.

To qualify for the Call Center Specialist position at Nielsen, candidates must be at least 18 years old, possess a high school diploma or GED, and be bilingual in English and Spanish. Additionally, previous experience in a fast-paced environment like call centers or customer service is preferred.

Yes, new hires for the Call Center Specialist role at Nielsen will undergo a comprehensive multi-week paid training program. Attendance is mandatory, as training is crucial to successfully working with clients and meeting performance expectations.

The Call Center Specialist at Nielsen in Mexico City operates on a full-time schedule with specific hours aligned with US Central Time. Your work may include evenings, weekends, and some holidays, which allows for flexible working hours to accommodate business needs.

A Remote Call Center Specialist at Nielsen must have a dedicated and quiet workspace to ensure confidentiality during calls. This environment helps in successfully capturing respondent information and providing optimal customer service.

At Nielsen, a Call Center Specialist is expected to meet various performance metrics weekly, monthly, quarterly, and annually. This includes quality standards, customer satisfaction goals, and specific call handling targets that help drive the company's objectives.

To enhance your chances of a successful application for the Call Center Specialist position at Nielsen, focus on showcasing your bilingual skills, previous experience in customer service or sales, and your eagerness to learn and adapt to the dynamic work environment.

In a fast-paced call center environment, prioritization is key. I assess the urgency of each call and respond accordingly, ensuring I maintain high quality in customer interaction while managing my time effectively.

When dealing with difficult customers, my approach involves staying calm, actively listening to their concerns, and showing empathy. I strive to provide solutions quickly and keep the conversation positive to regain their trust.

To ensure quality assurance during calls, I follow the provided scripts closely, actively listen to responses, and adhere to all guidelines. I also regularly seek feedback from supervisors to continually improve my performance.

To motivate respondents, I emphasize the importance of their input and how it contributes to broader outcomes. I use engaging and friendly communication to encourage participation while addressing any hesitations they may have.

I have experience using various CRM systems and call center software for managing customer interactions, tracking performance metrics, and recording data. Being tech-savvy allows me to efficiently navigate while ensuring a seamless experience for clients.

Maintaining confidentiality involves adhering strictly to company policies. I ensure that my workspace is private and that sensitive information is not disclosed during calls, safeguarding both the company’s and respondents’ data.

The most important skill for a Call Center Specialist is effective communication. Being able to convey information clearly, listen actively, and build rapport are essential in fostering positive customer interactions and achieving successful outcomes.

During busy call periods, I handle stress by maintaining a positive mindset and taking brief pauses when necessary. I keep myself organized and focused on delivering quality service, despite the volume of calls.

I once had a customer facing technical issues that were affecting their ability to complete their survey. I took the extra step to guide them through troubleshooting, ensuring they could participate. Their satisfaction was evident, and they expressed gratitude for my assistance.

I stay motivated by focusing on the impact of my work. Understanding that each call could provide valuable insights drives me to maintain enthusiasm. Additionally, setting personal goals and seeking feedback keeps me engaged and striving for improvement.