Remote Fully bilingual Spanish/English Contact Center Specialist

About the Role:

Exciting Work-From-Home Opportunity: Bilingual Customer Experience Specialist at Nielsen supporting our Mexico operation.

This dynamic role involves handling both inbound and outbound calls, performing essential tasks such as scheduling, data collection, basic troubleshooting, and providing action reminders. Working within set guidelines, you'll be expected to meet high standards of productivity, performance, and quality, making a significant impact on Nielsen's global data collection process.

Location Information

Remote work in Mexico (Home-based)

Day 1 Orientation: In-person at our Mexico City office

• A quiet, dedicated home workspace
• High-speed internet connection
• Flexibility to work evenings and weekends
• Ability to attend in-person orientation in Mexico City for Day 1

• Full-time, flexible position based in Mexico
• Work from your home office after initial orientation
• Equipment provided by Nielsen
• Flex your bilingual skills daily (English and Spanish)
• Engage with diverse customers and contribute to global market insights
• Develop valuable skills in customer service and data collection
• Be part of the company that measures and analyzes what consumers watch

• Provide exceptional customer service with strong phone communication skills
• Adhere to guidelines for collecting unbiased data
• Conduct phone surveys of varying lengths and complexity
• Accurately record respondent answers
• Encourage participation from reluctant respondents
• Maintain confidentiality of company procedures and respondent information
• Meet performance expectations at all levels (weekly, monthly, quarterly, and annual)
• Complete work assignments to fulfill Nielsen's objectives, including:
• Team commitments
• Contractual requirements
• Quality standards
• Policy and procedural compliance
• Customer satisfaction goals

• Fluency in both English and Spanish (written and spoken)
• Previous experience in customer service or call center sales, education, customer service, collections, or similar fast paced, performance based environment
• Strong communication skills and a customer-oriented mindset
• Comfort with technology and ability to troubleshoot basic issues
• Excellent multitasking abilities and attention to detail
• Flexibility to work in a dynamic, fast-paced environment
• Ability to attend in-person Day 1 orientation in Mexico City
• Ability to work independently in a remote setting
• Reliable internet connection for remote work

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