Support Associate

3 weeks ago

Bengaluru, India m360 Research Full time

Company Description
**About m360 Research**: m360 Research is a full-service market research agency specializing in the healthcare space. Our proprietary panels include over 1 million physicians across 75 specialties in addition to substantial communities of allied HCPs, and payers. Founded in 2004, with a strong provenance in technology and innovation, m360 is committed to high quality and actionable insights, underpinned by robust physician verification and ISO certification (9001, 20252, 27001). International fieldwork services are complemented by full service advanced analytics to power data-driven decision making.

**Job Description**:
**Job Purpose**

The Support Associate is a highly motivated, personable, and detail-oriented professional that focuses on the retention and satisfaction of the M3 Global Research panel. The Support Associate provides high quality customer service to panel members and other research participants by answering questions and resolving inquiries regarding registration, accounts, study participation, compensation, and more.

**Essential Duties and Responsibilities**

Including, but not limited to the following:

- Master and work across multiple systems to investigate, troubleshoot and handle inquiries and complaints and providing appropriate solutions and alternatives
- Effectively work with our US and EU Operations/Project Management team members to resolve project specific issues and acting on behalf of the user while balancing user advocacy and company profitability
- Handle all inquiries according to company policy and expectations in regard to outcomes, time to resolution, and communication standards.
- Build and maintain strong relationships with the panel members through timely and professional communication, quality problem solving and critical thinking.
- Provide input and assist with updating communication procedures, guidelines, and enhancements to system and processes

**Outcomes**
- Keep queries response time and quality under given KPIs

**Competencies**

Requirements Include:

- 2+ years of direct customer service experience required, preferably in a professional/office environment. Market research experience preferred
- Ability to defuse tense situations while remaining calm and positive
- Excellent interpersonal communication skills, both verbal and written. Must maintain a professional demeanor in all communications, internal and external
- Self-motivated to work independently as well as to accept and follow direction on given assignments; able to prioritize tasks throughout the workday and takes ownership of tasks and duties assigned
- Exceptional time management, organizational skills, attention to detail and ability to multitask in a changing, fast paced, high volume environment.
- Well-developed analytical and problem-solving skills; presents complete information in a clear way and provides potential solutions when requesting internal assistance.
- Strong sense of professionalism and ability to work in a team environment to successfully meet individual and department goals.
- Fluent in English
- Independently motivated and inspired by working in a dynamic environment
- Comfortable with change, ability to derive opportunity from uncertainty.

**Knowledge, Skill, Ability**:

- Knowledge of Zendesk (Agent or Admin level) and its functions is preferred.
- Knowledge of language AI apps like Language I/O
- Technology savvy, demonstrated ability to learn new software and systems quickly
- Exceptional written and verbal communication skills, with demonstrated knowledge of English grammar rules
- Strong Microsoft Office skills
- Interest / natural curiosity or previous experience /exposure within customer support space

**Qualifications**:

- Bachelor’s degree

Additional Information
**Minimum Experience

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