Panel Helpdesk Associate

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Sago

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1968

🤖 Artificial Intelligence

Market Research • Artificial Intelligence • Consulting

Sago is a long-standing industry leader providing qualitative and quantitative market research solutions with over 55 years of experience. The company offers a comprehensive suite of services, for instance, global qualitative and quantitative research, neuromarketing, and consulting. Sago serves a wide range of industries including consumer packaged goods, financial services, media, and healthcare. They are committed to forming deep customer connections through adaptive solutions and a consultative approach, including leveraging AI technology such as their Query AI feature to enhance insights and research efficiency.

📋 Description

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

• Bachelor’s degree required • Experience in customer service and calling profile is required • Experience with customer service ticketing software a plus • 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