About this role
Role Description
The Associate is a highly motivated, excellent communicator and personable professional that focuses on recruiting market research participants via phone and carry out cold calling to engage new respondents to complete M360 Research projects. The Associate provides high quality customer service to panel members and other research participants by answering questions and resolving enquiries regarding registration, accounts, study participation, compensation, and more.
Duties and Responsibilities
Project Recruitment:
Recruit M360 Research panellists via phone and carry out cold calling to recruit respondents on allocated quantitative and qualitative projectsCarry out online desk research of phone numbers of healthcare professionals and call them to recruit them to participate in market research studiesEnsure project details are clearly communicated to participants when contacting them over the phoneInform the line manager of any recruitment issues, delays and foreseeable problems that can affect the successful delivery of the projectProvide insightful and relevant feedback on projects feasibility based on gathered market intelligence upon talking to respondents over the phoneComplete phone screening of recruited respondents for telephone and in-facility interviewsEnsure qualitative respondents are scheduled and confirmed over the phoneEnsure confirmation letters and consent forms are sent and complete follow up calls if needed to chase on materialsEnsure that daily number of calls and strike rate targets are achievedStrictly follow phone quality communication parameters and guidelines“As part of job responsibilities, you are required to comply with ISO 20252:2019 and ISO 27001 standards”.Panel Engagement
Call M360 Research registered respondents who have not confirmed their email account to complete the onboarding processCall inactive M360 Research respondents and invite them to reactivate their M360 accountPanel Support:
Provide high-quality professional support to M360 Research members via telephone and email / support ticket communicationsMaster and work across multiple systems to investigate, troubleshoot and handle enquiries and complaints and provide appropriate solutions and alternativesEffectively 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 profitabilityHandle all enquiries according to company policy and expectations in regard to outcomes, time to resolution, and communication standardsComplete the verification process for newly registered panelists and carry out data quality checks for existing panelistsBuild and maintain strong relationships with the panel members through timely and professional communication, quality problem solving and creative thinkingProvide input and assist with updating communication procedures, guidelines, and enhancements to the system and processesComplete panel verifications and provide assistance on market research project set up Any Graduate/Under-Graduate (minimum 12th pass)Fluent in English1+ year of experience as a Tel caller with US Process or International Call CentreExcellent interpersonal and communication skills – both verbal and writtenHave a strong comfort level of being on the phoneBe able to work as part of a team and show flexibility in the tasks they are asked to performIndependently motivated and inspired by working in a dynamic environmentComfortable with change, with the ability to seek opportunity in uncertain conditionsAnalytical and a strategic thinkerEnsure 100% accuracy and demonstrate excellent attention to detailStrong organizational skills and the ability to multitaskComfortable to work in night shift (US EST time Zone)Willing work from Office.Visit our company website before the interview www.m360research.com Willing to work from office (Monday to Friday) in US-EST shift (Night shift) and suitable candidate will be called to office for F2F interview.