Job Information
Nielsen Remote in CDMX Call Center Agent-Bilingual Spanish/English in Mexico City, Mexico
At Nielsen, we believe that career growth is a partnership. You ultimately own, fuel and set the journey. By joining our team of nearly 14,000 associates, you will become part of a community that will help you to succeed. We champion you because when you succeed, we do too. Embark on a new initiative, explore a fresh approach, and take license to think big, so we can all continuously improve. We enable your best to power our future.
Job Purpose:
The Nielsen Contact Center Agent Level 1 role is a full time, flex position. In this role, you will conduct various basic call types (some using a dialer)to panelists, respondents and other customers across the US. This may include calls to support scheduling, data collection, basic troubleshooting, action reminders, and inbound services. Your goal is to grab the attention of homes and motivate them to respond to the call purpose. This position has strict guidelines with high productivity, performance, and quality requirements.
This is a remote position, where you are required to attend New Hire Orientation in Person at our Santa Fe, CDMX location.
This is a full time flex position. In order to work from home you must meet these requirements:
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
Training Requirements:
- New Hires are expected to attend a multi week paid training class. 100% Attendance in this class is required, and agents must pass the classroom assessments and certification in order to graduate training and continue employment.
Operations/Quality Requirements:
- Upon graduating training, agents are expected to meet operations performance and quality certification requirements within a number of weeks, depending on the tasks assigned.
Full Time Schedule Requirements:
All full time employees need to work the schedule below
Tuesday: 12:00 pm to 4:00pm CST- 1 hour break- 5:00 pm to 9:00 pm CST
Wednesday: 12:00 pm to 4:00pm CST- 1 hour break- 5:00 pm to 9:00 pm CST
Thursday: 12:00 pm to 4:00pm CST- 1 hour break- 5:00 pm to 9:00 pm CST
Friday: 12:00 pm to 4:00 pm CST- 1 hour break- 5:00pm to 9pm CST
Saturday: 11:00 am to 2:00 pm CST- 1 hour break- 3:00 pm to 8:00 pm CST
Note that times are US Central time, not Mexico Central Standard Time
Must observe Daylight savings time in the US
Employees may need to work on certain holidays dependent on business needs
Job 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 a 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.
Job 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
Preferred: prior experience in call center, sales, education, customer service, collections, or similar fast paced, performance based environment
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