Customer Support Executive

Job Description

About us Precision Sample owns and operates proprietary online, mobile, and social panels exceeding 25 million in 22 countries across North America, South America, Europe. With panel growth trending at over 500,000 new members monthly, our panels are among the largest and most capable in the industry. Managed by our experienced team, we employ state-of-the-art features and practices to deliver accuracy and response unmatched in the industry. Precision Sample Customer Support Exceutive. We are looking for a talented Customer Support Executive (with 1-2 years of experience handling customer queries online) who thrives in the dynamic environment of a fast-paced office within a global company, playing a key role in its growth and success. Responsibilities: Respond to customer queries in a timely and accurate way, via email. Ensure all service requests are addressed as per agreed SLAs. Work towards meeting team expectations and goals. Achieve a high rating in panelist satisfaction associated with response time, quality of communication, and issue resolution. • Identify conditions or problems that are new and escalate them appropriately for speedy resolution. Must be able to provide suggestions/recommendations to improve customer service on a continuous basis. Get cross-trained to support multiple lines of business. Should be able to use persuasiveness and tact when interacting with panelists and cross-functional teams. Additionally, Sending Daily reports to seniors. Share the top 3-5 complaints with Senior each week and, if needed, request the creation of macros for repetitive tickets. Check the created macros regularly to ensure they are updated according to ticket queries. Send regular Zendesk issues to the tech team, e.g. -Missing email IDs/account hacks, etc. Ensure backlogs are under 100 tickets and not more than 1 week old. Resolve 50-60 tickets daily. Do you have: Bachelors degree with 2-3 years of equivalent work experience/MBA with a year of experience. Demonstrates highest level of ability in all aspects of communications. Experience in the Market Research environment will be an added advantage. Proactive and hands-on approach with a can-do’ attitude. Excellent communication and Customer Service orientation skills. Night working hours based on team and business requirements required. IT literate, with thorough working knowledge of Microsoft Office (Word, Excel, PowerPoint & Excel).