Customer Support Associate (Hiring on Contract for 7-8 Months)

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.

About M3: m360 Research is a wholly owned subsidiary of M3, a Japanese global leader in the provision of ground-breaking and innovative technological and research solutions to the healthcare industry. The M3 Group operates in the US, Asia, and Europe with over 5.8 million physician members globally via its physician websites which include mdlinx.com, m3.com, research.m3.com, Doctors.net.uk, medigate.net, and medlive.cn. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets including the US, UK, Japan, South Korea, and China, and in 2020 was ranked in Forbes’ Global 2000 list. The M3 Group provides services to healthcare and the life science industry. In addition to market research, these services include medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services. M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, and South Korea, as well as India.

Job Description

Seeking candidates who are ready to work in the US EST shift and at our office in Bangalore.

Job purpose

The Customer Support Associate, (e-Mail and Phone support) is a highly motivated, personable, and detail-oriented professional that focuses on the retention and satisfaction of the M3 Global Research panel. The Support Strategist 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.

As Customer Support Associate will work closely with the Support team and Engineering team to oversee tech related needs and ensure liaise, track implementation.

Essential Duties and Responsibilities:

Including, but not limited to the following:

• Provide high-quality professional support to M3 Global Research members via telephone and email/support ticket communications
• 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
• Act as knowledge keeper of PM / Project lifecycle expertise for the Support Team. Ensure a “PM’s eye” involving processes and QA within Support for more beneficial interactions and timelier intervention.
• Regularly communicate escalations and considerations to Support Leadership and Team.
• Act as lead in GAP analysis tracking on Project-side delays and PM/Client responsiveness. Regularly aid the Support Team in identifying and tracking common communication breakdowns, bottlenecks, and problem areas (Project side) causing strain in the global respondent experience. Oversee escalation processes, communication recommendations (including standardization) and tracking needs.

Outcomes

• Keep queries response time and quality under given KPIs

Pre-Requisites for The Role:

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

Qualifications

• Bachelor’s degree

Additional Information

Minimum Experience

• Candidate will preferably have experience with customer support or market research projects

Knowledge, Skill, Ability

• 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
• Ability to learn new technologies and systems
• Familiar with customer service platforms, preferably Zendesk