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.
We are presently looking for a Customer Care Specialist to provide day-to-day support to new and existing customers. These activities require working with internal cross-functional technical groups and external customers business and engineering teams to drive successful delivery of customer implementations and proactively ensure the on-going success of customer accounts.
Requirements :
- Serve as the primary contact and provide first-level support for clients.
- Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed.
- Log and track calls using Salesforce tracking software and maintain historical records and related problem documentation.
- Maintain a strong working knowledge of supported products and continually strives to enhance skills through ongoing training, reading, and participating in projects and improvement initiatives.
- Develop a strong understanding of the business and can relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems to management.
- Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients.
- Coordinate with multiple internal departments to resolve customer-related issues or requests.
- Provide on-call support – beeper coverage rotation required 24/7.
- Generate monthly reports of customer product usage as required.
- Support CPX team on projects and initiatives from time to time.
- Monitor and modify customer delivery profiles as required.
- Participation in customer calls as required.
Responsibilities :
- Requirement: Must have the ability to work daytime U. S. hours.
- Ability to participate in the after hours coverage to address urgent after business hours on call rotation (US weekend & evening hours) on a rotating basis.
- Must possess excellent English language skills, both written and verbal.
- Associates or Bachelor’s degree in a technical discipline.
- 2 - 4 years’ experience in a customer facing role.
- Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills.
- Experience in research and resolution of problems using analytical skills in a digital environment is strongly preferred.
- Must be self-motivated and able to work effectively with minimum supervision and assume responsibility for appropriate follow-through.
- Ability to adapt to a fast-changing work environment while maintaining stability of performance under pressure and to demonstrate patience and control when dealing with difficult situations.
- Ability to organize, schedule and complete multiple tasks concurrently.
- Working knowledge of business software/applications - Google Suite, Microsoft Office Suite, Salesforce, etc.
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What We Do
Nielsen shapes the world’s media and content as a global leader in audience insights, data and analytics. Through our understanding of people and their behaviors across all channels and platforms, we empower our clients with independent and actionable intelligence so they can connect and engage with their audiences—now and into the future.
An S&P 500 company, Nielsen (NYSE: NLSN) operates around the world in more than 55 countries.
