Panel Experience Executive

2 weeks ago

Mumbai, India YouGov Full time

Company Description

YouGov is an international research data and analytics group.

We help the world’s most recognised brands, media owners and agencies to plan, activate and track better marketing activities. As pioneers of online market research, we have been building an ever-growing source of consumer data for the past twenty years. Creating the richest and most complete understanding of your customers’ complex lives. We call it living data.

We are driven by a set of shared values. We are fast, fearless and innovative. We work diligently to get it right. We are guided by accuracy, ethics and proven methodologies. We respect and trust each other, and bring these values into everything that we do.

Unlike our competitors, we understand how opinions and trends change from day-to-day, week-to-week and year-to-year. That’s why we have built a platform that gets you right to the source for reliable, accurate data that reflects the reality of a complicated world. Imagine if you could know what 17 million+ people in over 55 markets were thinking now? Or last week? And do so again and again? That’s why we’re different.

Rather than commissioned research that’s already out-of-date by the time it reaches someone’s inbox, our data is alive. So, no matter how quickly things change, our clients are always in the know.

YouGov. Living Consumer Intelligence.

**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)
- 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

Additional Information

You will be the panel member facing voice of YouGov across all our global markets and will be contributing to the great Experience of being a YouGov panel member.

Shift hours: 11 am - 8 pm, Monday to Friday

**Benefits**:

- LinkedIn Learning
- Mental Health First Aiders
- Headspace App
- Annual Leave - 20 Days
- Birthday Leave - An additional day holiday on your Birthday
- Sick & Casual Leave - 12 Sick leave and 8 Casual Leave
- Maternity Leave
- Paternity Leave
- Private Medical Insurance
- Life Insurance
- Sodexo Meal Pass
- Leave & Travel allowance (LTA)
- Provident Fund
- Night Shift Transportation facility

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