Bilingual Sr. Customer Experience Specialist (copy)

📌 Core Information

🔹 Job Title: Bilingual Sr. Customer Experience Specialist

🔹 Company: Nielsen

🔹 Location: Zapopan, Jalisco, Mexico

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 0-2

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Interact and support Nielsen panel families.
• Shape the future of media measurement through direct customer engagement.
• Assist with onboarding by guiding proper equipment installation and maintenance.
• Conduct remote technical troubleshooting to ensure high data collection standards.

ASSUMPTION: The role involves a significant amount of remote customer interaction, as well as in-office work to access equipment and colleague support. This assumption is based on the role's responsibility description and the hybrid work arrangement mentioned.

📋 Key Responsibilities

✅ Cultivate and maintain strong relationships with Nielsen panel families.

✅ Conduct engaging phone interviews to verify eligibility and ensure seamless onboarding.

✅ Guide households on proper equipment installation and maintenance, troubleshooting technical issues remotely.

✅ Collect accurate device information and ensure data collection integrity.

✅ Exceed performance goals related to sample quality and customer satisfaction.

ASSUMPTION: Due to the role's dual focus on customer satisfaction and technical troubleshooting, it likely involves both soft skills for communication and technical skills for resolving installation-related issues.

🎯 Required Qualifications

Education: High school diploma or equivalent work experience

Experience: Prior sales experience is a significant plus

Required Skills:

• Fluency in both English and Spanish (written and verbal)
• Excellent communication, negotiation, and customer service skills
• Strong proficiency in computer skills (iOS, Windows, Google Applications)

Preferred Skills:

• Experience with software systems and basic networking concepts (WiFi)
• Exceptional organizational and time management abilities

ASSUMPTION: Given Nielsen's global reach, bilingual skills are crucial for supporting diverse customer demographics, while technical and organizational skills ensure efficient troubleshooting and task management.

💰 Compensation & Benefits

Salary Range: Competitive base salary

Benefits:

• Medical and life insurance
• Food vouchers
• 30 days of Christmas bonus

Working Hours: 40 hours per week with flexible scheduling options

ASSUMPTION: The benefits package implies a commitment to employee well-being and financial security, likely supporting work-life balance through flexible schedules.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, focusing on media measurement and data analytics

Company Size: Over 10,001 employees, indicating a stable, global organization

Founded: Not Specified

Company Description:

• Global leader in audience insights
• Empowers clients with independent intelligence to engage audiences
• Operates in over 55 countries worldwide

Company Specialties:

• Television and Radio
• Online Streaming and Video Games
• Advertising and Media Measurement

Company Website: Visit Nielsen

ASSUMPTION: Nielsen's specialized focus on media and measurement suggests their roles require a balance of technical knowledge and communication skills.

📊 Role Analysis

Career Level: Entry-Level to Early Career, ideal for 0-2 years of experience

Reporting Structure: Likely reports to a team lead or manager within the Customer Experience division

Work Arrangement: Predominantly in-office with occasional remote work as needed

Growth Opportunities:

• Professional development in customer engagement and technical troubleshooting
• Potential opportunities for advancement within a large, global company
• Exposure to diverse media measurement tools and methods

ASSUMPTION: The role offers growth in both technical and managerial pathways, leveraging language skills and customer interaction experience.

🌍 Location & Work Environment

Office Type: Modern office setting in a vibrant media hub

Office Location(s): Specific to Zapopan, Jalisco, Mexico, within Nielsen's vast global offices

Geographic Context:

• Zapopan is part of the Guadalajara metropolitan area
• Cultural and commercial hub known for its innovation
• Accessible transport and thriving business environment

Work Schedule: 40-hour work week, with some flexibility for shifts

ASSUMPTION: The strategic location in Zapopan places employees at the heart of technological advancements and cultural developments pivotal to media measurement.

💼 Interview & Application Insights

Typical Process:

• Initial application through Nielsen’s career portal
• HR screening for language and technical proficiency
• Interview with CX team lead focusing on customer service scenarios

Key Assessment Areas:

• Language fluency and cultural empathy
• Technical troubleshooting through role-play or scenario analysis
• Customer service aptitude and communication skills

Application Tips:

• Emphasize bilingual skills and relevant sales or technical experience
• Prepare examples of past customer service challenges you solved
• Research Nielsen’s latest media technology and tools

ATS Keywords: Bilingual, Customer Service, Technical Troubleshooting, Nielsen, Media Measurement

ASSUMPTION: The interview process likely focuses on verifying technical compatibility and cultural fit, emphasizing problem-solving during remote customer interactions.

🛠️ Tools & Technologies

• iOS and Windows platforms
• Google Applications
• Basic networking tools and troubleshooting equipment

ASSUMPTION: Candidates are expected to be comfortable navigating multiple operating systems and have the ability to resolve basic technical issues online.

👔 Cultural Fit Considerations

Company Values:

• Excellence and innovation in media measurement
• Commitment to diversity and inclusivity
• Focus on customer satisfaction and ethical data use

Work Style:

• Collaborative and dynamic team environments
• Emphasis on personal growth and development
• Goal-oriented with a focus on performance targets

Self-Assessment Questions:

• Am I comfortable working with diverse cultures and languages?
• How do I handle complex technical troubleshooting under pressure?
• What strategies do I use to exceed customer satisfaction goals?

ASSUMPTION: The company's commitment to diversity and innovation means candidates should showcase adaptability and a forward-thinking mindset.

⚠️ Potential Challenges

• Balancing in-office requirements with occasional remote sessions
• Managing technical issues remotely with diverse equipment setups
• Meeting high performance targets consistently
• Navigating language nuances to support diverse panel families

ASSUMPTION: Candidates must be proactive and resourceful to overcome these challenges, with a strong emphasis on customer empathy and panel management.

📈 Similar Roles Comparison

• Compared to a general customer service role, this position requires more technical knowledge.
• Unlike technical support, there is a greater focus on building customer relationships.
• Similar roles may not emphasize bilingual skills as heavily.

ASSUMPTION: This role demands a unique balance of technical acumen and robust communication skills, setting it apart from more one-dimensional positions.

📝 Sample Projects

• Developing scripts and protocols for efficient equipment troubleshooting
• Initiating improvement feedback programs for panel user experience
• Collaborating on a cross-functional team to refine onboarding processes

ASSUMPTION: Projects likely focus on refining customer processes and support tools, aimed at improving data accuracy and panel satisfaction.

❓ Key Questions to Ask During Interview

• What are the main performance metrics for this role?
• How does the hybrid work model operate day-to-day?
• Can you provide examples of your recent customer satisfaction successes?
• What technologies or platforms does your team frequently use?
• How does Nielsen support employee professional growth and development?

ASSUMPTION: These questions enable candidates to understand expectations, clarify role intricacies, and evaluate alignment with personal career goals.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant customer service and technical skills
• Prepare for a potential language proficiency assessment
• Be ready to demonstrate your technical troubleshooting method via scenarios
• Contact Nielsen directly if you have questions about the application process

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.