Customer Support Representative
About the job
Summary
This Customer Support Representative role involves coordinating the return of meter equipment from Nielsen panel households. Responsibilities include providing step-by-step guidance (phone/email) on equipment removal, scheduling returns, communicating with panelists and internal stakeholders (calls, email, chat), accurately recording data, maintaining panelist engagement, and ensuring high retrieval rates. The role requires strong communication skills, patience, proficiency in using software and tools, and managing multiple processes simultaneously. Two roles are available: one for a bilingual (Spanish/English) candidate and one for an English-only speaker. Both positions are on-site in Pasig City, Philippines, operating on US Eastern Time.
Must have:
- 2 years customer service experience
- Excellent verbal & written communication (English)
- Proficiency in MS Office & Google tools
- Ability to manage multiple processes
- Strong communication & problem-solving skills
Good to have:
- Bilingual (Spanish/English)
- Experience with panel management systems
Perks:
- Language premium (for bilingual candidates)
- Shift allowance (for US Eastern Time work)
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Please note: We are hiring for 2 roles:
1 role for a bilingual candidate who speaks both Spanish and English (language premium provided).
1 role for an English-speaking candidate.
For both roles, work arrangement is based on US Eastern Time (shift allowance provided). We welcome fresh graduates to apply, but please only do so if you have the required language proficiency and are comfortable with the onsite and US Eastern Time work arrangement.
Join us to learn exciting technology to shape a better media future.
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 in English.
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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