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Media / Technology
Customer Support Representative (Audio) Full Time
ABOUT NIELSEN
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.
JOB SUMMARY
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.
ROLES & 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.
QUALIFICATIONS
- 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.
ABOUT TEAM
The Equipment Recovery Specialist team at Nielsen is responsible for managing the retrieval of company-owned equipment from departing employees and clients. They ensure a smooth and efficient recovery process, maintaining inventory accuracy and minimizing asset loss. Their role involves coordinating logistics, troubleshooting return issues, and collaborating with internal teams to uphold compliance and operational efficiency.