Panel Support Executive
Published date: 2024/01/10
- Location: Mumbai, Maharashtra, India
Job Description
The key to YouGov's success is our global panel of millions of members answering our survey questions daily. The Panel Support Executive role is at the epicenter of the business, ensuring our members have the best possible experience when they choose to reach out to YouGov with questions, feedback or concerns. Working with the panel members, the team and the rest of the business in this role you will make sure the experience of interacting with YouGov is the best in the world.
Responsibilities:
• Respond to panellists who contact YouGov, primarily online and in writing
• Maintain a high level of speed, quality and quantity of responses
• Manage and respond to comments on public platforms such as our Opinions pages, Facebook and Play Store Reviews
• Troubleshoot and escalate panel member's problems to relevant YouGov teams where necessary
Qualifications
Demonstrated knowledge and experience
• Experience of working in an online customer service team in a fast-paced environment and industry is an absolute must (ideally for a global member base)
• Proven ability to write e-mail responses to members in large volumes, reaching targets each day/week/month
• The ability to communicate in fluent written English; you will be the person who represents YouGov to members writing in and therefore will need excellent spelling and grammar
• The majority of our support is provided in English and we use software to help translate incoming and outgoing messages in 18 different languages so an additional language is a plus but not required
• Demonstrate an ability to work as a part of a team
• Experience in using real-time support tools like chat or voice a plus
Technical skills and qualifications
• Experience using a customer support platform, ideally Zendesk
• Basic Office suite abilities – Outlook, Excel, Word
Behavioural competencies
• This role requires empathy and a desire to do right by our panellists. We demand the best from our data and the support we provide is no different.
• Motivated self-starter focused on reaching their goal and hitting targets with good attention to detail
The key to YouGov's success is our global panel of millions of members answering our survey questions daily. The Panel Support Executive role is at the epicenter of the business, ensuring our members have the best possible experience when they choose to reach out to YouGov with questions, feedback or concerns. Working with the panel members, the team and the rest of the business in this role you will make sure the experience of interacting with YouGov is the best in the world.
Responsibilities:
• Respond to panellists who contact YouGov, primarily online and in writing
• Maintain a high level of speed, quality and quantity of responses
• Manage and respond to comments on public platforms such as our Opinions pages, Facebook and Play Store Reviews
• Troubleshoot and escalate panel member's problems to relevant YouGov teams where necessary
Qualifications
Demonstrated knowledge and experience
• Experience of working in an online customer service team in a fast-paced environment and industry is an absolute must (ideally for a global member base)
• Proven ability to write e-mail responses to members in large volumes, reaching targets each day/week/month
• The ability to communicate in fluent written English; you will be the person who represents YouGov to members writing in and therefore will need excellent spelling and grammar
• The majority of our support is provided in English and we use software to help translate incoming and outgoing messages in 18 different languages so an additional language is a plus but not required
• Demonstrate an ability to work as a part of a team
• Experience in using real-time support tools like chat or voice a plus
Technical skills and qualifications
• Experience using a customer support platform, ideally Zendesk
• Basic Office suite abilities – Outlook, Excel, Word
Behavioural competencies
• This role requires empathy and a desire to do right by our panellists. We demand the best from our data and the support we provide is no different.
• Motivated self-starter focused on reaching their goal and hitting targets with good attention to detail
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