The Panel Support Associate is a highly motivated, personable, and detail-oriented professional focused on ensuring the satisfaction and retention of M3 Global Research panel members. This role involves delivering high-quality customer support through multiple channels — including email, chat, and phone — while resolving inquiries related to registration, accounts, study participation, compensation, and more.
Essential Duties and Responsibilities
Including, but not limited to, the following:
- Provide professional, high-quality support to M3 Panel members / non-members via email, live chat, phone, and ticket-based communications.
- Work efficiently across multiple systems to investigate, troubleshoot, and resolve inquiries or complaints, offering appropriate solutions and alternatives.
- Collaborate effectively with India, US and EU Operations/Project Management teams to address project-specific issues while balancing user advocacy and company objectives.
- Handle all inquiries in accordance with company policies, maintaining expected outcomes, resolution times, and communication standards.
- Build and maintain strong relationships with panel members through timely, empathetic, and professional communication.
- Contribute to continuous improvement by providing feedback on support processes, communication templates, and system enhancements.