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Contact Center Specialist
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Nielsen
Summary
Join Nielsen and become a Contact Center Agent Level 1, a full-time, flexible position working remotely after initial training in Mexico City. You will conduct various calls to panelists and customers, focusing on scheduling, data collection, and troubleshooting. This role demands strong communication skills, adherence to strict guidelines, and meeting high performance standards. Comprehensive training is provided, and you'll gain experience with cutting-edge technology while contributing to a global leader in media measurement. The position requires bilingualism (English and Spanish), high school diploma or equivalent, and the ability to work flexible hours including weekends. Prior call center experience is preferred.
Requirements
- 18+ years of age
- Ability to work a dedicated shift that includes non-traditional hours as well as evenings and weekends
- General computer and typing skills
- Able to navigate in multiple systems
- High School diploma/GED equivalency
- Bilingual (English and Spanish) mandatory with Professional Working Proficiency in both
- Able to connect to High Speed Internet in your primary residence with minimum speeds of 80mb (download and 10mb upload)
- Able to connect directly to a router/modem with Ethernet cable
- You must have a dedicated work space to conduct phone calls where others cannot hear/see personally identifiable information
Responsibilities
- Practice exceptional customer service and telephone techniques, such as strong voice skills, caller engagement, and general phone etiquette
- Follow strict guidelines for obtaining consistent unbiased data
- Deliver verbatim scripts where necessary
- Conduct various phone surveys of a short or medium length with low to medium complexity
- Ability to listen to and accurately capture respondent answers over the phone
- Motivate reluctant respondents to participate in various call types
- Maintain confidentiality of procedures, scripts, and respondent information
- Meet Weekly, Monthly, Quarterly, and Annual performance expectations
- Responsible for maintaining work assignments to meet various Nielsen objectives and performance goals including team commitments, contractual requirements, quality standards, policy and procedural requirements, and customer satisfaction
Preferred Qualifications
Prior experience in call center, sales, education, customer service, collections, or similar fast paced, performance based environment
Benefits
- Fully remote position (after Day 1 orientation in Mexico City)
- Comprehensive training program
- Opportunity to work with cutting-edge technology
- Join a global leader in media measurement
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