YouGov Hiring For Panel Support Executive at Mumbai, Maharashtra Full Time

YouGov is an international 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 trust each other and bring these values into everything that we do.

Each day, our highly engaged proprietary global panel of over 17 million people provides us with thousands of data points on consumer opinions, attitudes and behaviour. 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 and Asia Pacific, YouGov has one of the world’s largest research networks.

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

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.