Panel Helpdesk Associate

We're a team of innovators, strategists, and problem-solvers dedicated to helping our clients connect human answers to business questions. With a culture that values collaboration, creativity, and personal growth, we're looking for a Panel-Helpdesk Associate to join our team in India and contribute to our global success.

We are SAGO. Passionate and inspired thinkers, who celebrate our wins. Vibrant Leaders who empower our colleagues and innovate the Market Research industry. Curious learners, constantly finding new ways to transform. Bold thinkers and doers who don’t do status-quo. Authentic team members who show up to work every day being ourselves, never afraid of new ideas or opinions, because we believe they matter.  

As a global leader in market research and data solutions, Sago is committed to connecting human answers to business questions. The world is transforming, and Sago is continuously reaching new heights, redefining our solutions beyond our clients’ wildest expectations, and making it smarter, faster, and easier to gain insights that matter. We have done it for over 55 years with the brightest minds, and we are looking for more trailblazers who will help us pave new paths that connect our clients with audiences around the world.

Position Summary:

Provide exceptional customer service to Sago respondents through inbound/outbound voice process, aiming to drive respondent satisfaction and retention.

KEY JOB RESPONSIBILITIES:

·       Manage high volumes of inbound/outbound calls and providing high quality support to respondents while documenting all reach outs

·       Intake, triage, investigate, and respond to inquiries directed to Sago’s respondent help desk, maintaining our company’s reputation for high-quality service

·       Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible

·       Administer and prioritize respondent’s tasks and ensure achievement of all deadlines within the required timeframe per highest quality standards

·       Work with internal teams to troubleshoot issues that impact respondent experiences

·       Escalate complex issues appropriately and follow up to ensure timely resolution though outbound calls

·       Learn and stay up-to-date on Sago’s technologies and procedures-tech savvy

·       Maintaining customer satisfaction ratings outlined in company policy, meeting/exceeding set productivity, quality and discipline targets within stipulated timelines

Requirements

QUALIFICATIONS

Education:

·       Bachelor’s degree required

·       Experience in customer service and calling profile is required

·       Experience with customer service ticketing software a plus

Skill set required:

·       Proven customer service experience in inbound/outbound process

·       Exceptional phone etiquette skills – excellent verbal and written communication skills to deliver quality service and positively impact the respondent’s experience

·       Maintain a professional demeanour when respondent-facing

·       Ability to think out of the box, listen attentively, solve problems creatively in a timely manner and create win-win situations with internal and external parties.

·       Ability to multitask and work under high pressure while maintaining on call accuracy

·       Proficient in Microsoft Office including Word, Excel and PowerPoint

Benefits

* Remote Job
* Health Insurance

* 5 days a week