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Bilingual Support Associate
Title: Bilingual Support Associate
Category: Other Creative Design
Job type: Permanent
Job status: Full Time
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M3 Global Research is looking for a highly motivated, very personable, and detail-oriented professional to join the Market Research Support Team.

The M3 Global Research Support Associate will work with members and other research participants in our English markets to assist them with questions and resolve inquiries regarding their registration, accounts, study participation, honoraria compensation, etc. This role will also be responsible for maintaining panel quality and providing general language support to the market research department.

A second European language will be necessary to be considered for this position: German, French, Spanish or Italian.


Essential Duties and Responsibilities:

Including, but not limited to the following:

Provide high-quality support to M3 Global Research members via telephone and support ticket communications. Provide appropriate solutions and alternatives and follow up to ensure resolution. Work with the Project Management team to resolve project-specific issues for members/respondents. Ensure that respondent inquiries are handled according to company policy regarding outcomes and time to resolution. Build and maintain strong relationships with the panel members through timely and professional communication. Provide input on and assist with updating communication procedures, guidelines, and enhancements to the Support Ticket System. Work with other members of the global Panel team, report and resolve potential issues with internal and external systems and processes. Maintain the integrity of the database by completing daily data cleaning and maintenance tasks, including verification of new members, approval of user contact info updates, auditing of closed market research studies, resolving duplicate accounts Support list match work when language skills are required Translate panel marketing materials from English. Investigate fraud respondents and act based on M3 data quality procedures Other Duties and Responsibilities:

Participates as needed in special department projects Work with other support staff to ensure full coverage of all items in cases of absence or high volume Education and Training Required: University degree (or equivalent customer facing experience in market research or healthcare/medical)

Minimum Experience: 2-3 years of direct customer service experience required, market research experience preferred

Knowledge, Skill, Ability:

Fluent in English plus another European language required. Confident in written and verbal communication with both languages is required. Top notch customer service skills, ability to defuse tense situations while remaining calm and positive. Highly skilled with diverse audiences from different backgrounds, socioeconomic statuses, educational levels, etc. Self-motivated to work independently as well as to accept and follow the direction on given assignments; ability to prioritize tasks throughout the workday. Experienced and confident with Microsoft Office products Able to learn and function quickly within new technologies Excellent interpersonal and communication skills (both verbal and written), must maintain a professional demeanor in all communications. Exceptional time management, organizational skills, attention to detail and ability to multitask in a fast-paced, high volume environment. Well-developed analytical and problem-solving skills Strong sense of professionalism and ability to work in a team environment to successfully meet individual and departmental objectives. Must already have the right to work in the UK. Visa sponsorship will not be offered as part of this role.


25 Days Annual Leave

Group Personal Pension Plan

Private Medical Insurance

Cycle Purchase Scheme

Active Social Committee
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