Junior Client Experience Executive

2 weeks ago

Bengaluru, India YouGov Full time

Company Description
**The Company**

YouGov is an international market research and data analytics group.

Our mission is to supply a continuous stream of accurate data and insight into what the world thinks, so that companies, governments and institutions can better serve the people and communities that sustain them.

We have the best data and the best tools. We continuously challenge conventional approaches to research, and we disrupt our industry to ensure that our clients always get the best solutions.

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.

Each day, our highly engaged proprietary global panel of over 15 million people provides us with thousands of data points on consumer opinions, attitudes and behaviours. We combine this continuous stream of data with our research expertise to provide insights that enable intelligent decision-making and informed conversations.

With operations in the UK, North America, Mainland Europe, the Nordics, the Middle East, India and Asia Pacific, YouGov has one of the world’s largest research networks.

**The Culture**

Diversity and inclusion are fundamental to YouGov. We are committed to giving the world a voice by capturing the opinions of all groups, including the ones that are often under-represented in research. We are also committed to making sure that our products and tools are free from any bias, as accuracy is key to what we do. None of the above can be done without having a truly diverse workforce, in an inclusive workplace. We are very keen on attracting and retaining the best talent. And best talent also means a diverse pool of talent, with various backgrounds and perspectives.

Supporting the wellbeing of our staff, including maintaining a good work and life balance, is important to us.

As an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, veteran status, disability status, or any other characteristic protected by law. All employment decisions are made on the basis of occupational qualifications, merit, and business need.

**Job Description**:
**The Role**

As a Junior Client Experience Executive for the Research Services Support team, you will be a part of the full customer journey, at first by supporting clients to learn to use the YouGov Surveys: Self-Serve platform and then by supporting them as they continue to use it.

**What will I be delivering?**

Covering the UK shift, you will be part of the YouGov Survey Direct team, delivering a key part of YouGov’s strategy. As YouGov's Self-Serve platform grows in the UK and US markets, we need to ensure that all Clients on the platform receive the support they need.

As part of this role you will:

- Be the first point of contact for UK clients who have questions related to navigating the self-serve platform
- Respond to client feedback across English speaking markets (but primarily with a UK focus)
- Train new clients and internal staff to use the Self-Serve platform and analysis tool
- Review client surveys before approving them and setting them live
- Be the first point of contact for queries that come through from colleagues in the business for our analytical tool, Crunch
- Review project specs and allocate them to the appropriate research team through our in-house project portal, Project Allocator
- Respond to queries that come through Jira ticketing system when clients face issues with login and registration for our main platform.

**What’s in it for me?**

This is an opportunity to be part of the growth of YouGov Surveys: Self-Serve and also be part of YouGov’s quickly growing presence in India. You will be the first port of call for all new YouGov clients (via the platform) and be pivotal in ensuring we are providing our clients with the best possible service, to best suit their research needs.

**Qualifications**

**What do I need to bring with me?**
- Teamwork - YouGov Survey Direct is a small, but growing team - being able to work well as part of a team is essential
- The ability to be efficient whilst also having strong attention to detail is vital for this role, as we need to respond to multiple client queries in a timely manner
- Fluent spoken and written English
- Enthusiastic, a willing and quick learner with a drive to succeed

**Demonstrated knowledge and experience**
- Some client facing customer service experience

**Nice to haves**:

- Experience in working with quantitative research surveys would be ideal, but not essential
- Experience in ticketing systems would be advantageous

**Technical skills and qualifications**
- Must be a confident user of Excel
- Excellent spoken and written Engl

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