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Bilingual Equipment Recovery Specialist (English & Spanish)

Metro Manila, Philippines (Hybrid)

Bilingual Equipment Recovery Specialist (English & Spanish)

1 Month ago • 2 Years + • Localization

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Job Description

This is a full-time permanent role requiring professional-level Spanish language skills and working in US Eastern Time. As a Bilingual Equipment Recovery Specialist, you will be responsible for coordinating the return of meter equipment from households participating in Nielsen panels. This involves placing outbound calls, receiving inbound calls, communicating via email or chat with panelists and internal Nielsen stakeholders. You will provide step-by-step guidance on identifying and removing Nielsen equipment from panelists' homes, schedule equipment returns, and maintain participant engagement throughout the process. Utilizing software and technology for communications, you will accurately capture respondent comments and contact data in the Panel systems. The ideal candidate will possess strong communication skills, patience, and the ability to navigate within Panelist data tools. This role demands a focus on process and panelist experience, and you will be responsible for achieving retrieval success rate targets.

Must have:

2 years' experience in customer service
Experience using Microsoft Office Suite and Google tools
Ability to track multiple complex processes
Excellent verbal and written communication skills
Professional Spanish language proficiency

Good to have:

Ability to work in a fast-paced production environment
Ability to meet tight delivery deadlines

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This is a full time permanent role. Please note this job requires professional level Spanish language. The work arrangement is in US Eastern Time.

This position is responsible for coordinating the return of meter equipment from households that participate in Nielsen panels. To support this effort, this role will place outbound calls, receive inbound calls, communicate via email or chat with panelists and internal Nielsen stakeholders.

Job Responsibilities

Provide step by step guidance, may be over the phone or email, on the process of identifying & removing Nielsen equipment from the Panelists’ home.
Schedule the return of equipment from panelists.
Demonstrate focus on process and panelist experience while utilizing software and technology for communications such as making outbound calls, receiving inbound calls, electronic correspondence and chat.
Listen and accurately capture respondents comments and contact data in the Panel systems.
Speak clearly, concisely and effectively, listen to, and understand information and ideas as presented verbally.
Maintain participant’s engagement throughout process to achieve retrieval success rate targets.
Maintain a high level of patience and professionalism
Navigate within Panelist data tool to add, delete or change information when appropriate.
Contact panelists on continual basis until equipment is returned or written off.

Skills/Experience Requirements:

2 years’ experience in customer service.
Experience using but not limited to Microsoft Office Suite and Google tools.
Ability to track multiple complex processes that are in various stages of production.
Ability to work in a fast-paced production environment and meet tight delivery deadlines.
Excellent verbal and written communication skills.

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

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