Job title – Senior Client Experience Executive (Fixed term contract - 12 Months)
Shift Time - 2:00 pm to 11:00 pm IST
Location - Goregaon, Mumbai
The Role
A Senior Client Experience Executive for the Self-Serve team in CENX based in Mumbai. This role includes dealing with clients daily, working on more complex/ad hoc client requests, and assisting in identifying modifications or difficulties for the platform and workflow. This role also covers assisting the team's more junior members with projects, day-to-day tasks, and training and mentoring.
As our team grows rapidly, this role is great for someone who wants to further develop their expertise in client/customer service while also upskilling themselves in coaching/mentoring.
What will I be delivering?
Covering the UK shift, you will be part of the YouGov Surveys: Self-Serve team, delivering a key part of YouGov’s strategy. As YouGov's Self-Serve platform grows in the UK and US markets, we need to ensure that all clients on the platform receive the support they need.
As part of this role, you will:
- Be the first point of contact for UK clients with complex/ad hoc requests.
- Always be up to date about the Self-Serve platform and its functionalities and apply that knowledge when responding to client inquiries about the platform.
- Reviewing the surveys that clients publish by making accurate suggestions requiring very minimal changes from the QC team.
- Be the first point of contact for queries that come through around the business for our analytical tool and respond to queries that come through Jira ticketing system.
- Training the junior members of the team on the platform and YouGov tools.
- Using your experience to assist fellow team members with their questions and dealing with any tense situations that incur with clients.
- Ensuring that we learn from any mistakes and implement the very best team training.
- Supporting the Team Leader with complex client queries, sharing your insights and recommendations with the Team Leader.
- Supporting the Team Leader with additional initiatives to help motivate and engage the team as it grows.
- Line Managing the ‘Junior Executives’ and ‘Graduates’ of the team.
- Feeding back any suggested platform tech developments to the Team Leader, that you think could help aid efficiency of the team and improve client experience.
What’s in it for me?
This is an opportunity to be part of the growth of YouGov Surveys: Self-Serve and also be part of YouGov’s quickly growing presence in India. You will be the first port of call for all new YouGov clients (via the platform) and be pivotal in ensuring we are providing our clients with the best possible service, to best suit their research needs.
The team is cross-cultural, we have YouGovers in Mexico and India, so this is a great opportunity to work with a global team and learn about different cultures.
Qualifications
What do I need to bring with me?
- Teamwork – YouGov Self-Serve is a small, but growing team - being able to work well as part of a team is essential.
- The ability to be efficient whilst also having strong attention to detail is vital for this role, as we need to respond to multiple client queries in a timely manner.
- Working on client inquiries with an investigative mindset.
- Solution focused.
- Coaching/ training skills.
- Fluent spoken and written English
- Enthusiastic, a willing and quick learner with a drive to succeed.
Demonstrated knowledge and experience.
- Three plus years of experience in customer/client service.
- A track record of providing excellent customer/client service.
- Understanding/knowledge of market research or quantitative surveys.
- Supporting more junior members of the team.
- Training/Coaching experience.
- Deep diving and brainstorming mindset.
- Excellent organizational skills and attention to detail.
- Ability to deliver results, meet deadlines and manage time effectively.
Technical skills and qualifications
- Must be a confident user of Excel.
- Excellent spoken and written English.
- Experience using ticketing systems would be an advantage
Benefits -
- Free LinkedIn Learning & YouGov Academy
- Mental Health First Aiders
- Annual Leave – 20 Days
- Birthday Leave – An additional day holiday on your Birthday
- Sick & Casual Leave – 12 Sick leave and 8 Casual Leave
- Maternity Leave
- Paternity Leave
- Private Medical Insurance
- Life Insurance
- Sodexo Meal Pass
- Leave & Travel allowance (LTA)
- Provident Fund
- Night Shift Transportation facility
Company Description and Culture
YouGov is a global online research company, offering insight into what the world thinks.
We speak daily to our panel of over 27 million registered members to understand opinion and behaviors around the world. We have a strong reputation as a source of accurate data and we’re trusted by the world’s biggest brands to get it right, making us the most quoted market research source in the world.
Why join YouGov?
Join our global team to help us achieve our social mission: to make millions of people’s opinions heard for the benefit of our local, national, and international communities.
Understanding diversity of opinion requires diversity of background. Although our global panel of millions of people worldwide powers our research, our biggest asset is our people. If our research is to be truly representative of what the world thinks, we need people from all walks of life to be part of the team to bring their perspective to the work we do.
Life at YouGov
We are driven by a set of shared values. We are fast, fearless, and innovative. We work diligently to get it right. We are guided by accuracy, ethics, and proven methodologies. We respect and trust each other, bringing these values into everything that we do.
We strive to provide YouGovers with best-in-class benefits to support their physical, financial, and emotional wellbeing. We want our employees to have a sense of belonging and uniqueness in a supportive workplace, so they can bring their full selves to work.
Equal Opportunity Employer
As an Equal Opportunity Employer, qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, gender identity or expression, and sexual orientation), parental status, national origin, marital status, age, disability, genetic information, HIV status, political affiliation, socioeconomic background, veteran status or any other characteristic protected by law or in line with our responsibilities as a fair and ethic employer. All employment decisions are made based on occupational qualifications, merit, and business need.
Data Privacy
To find out how we collect and use your personal data when you apply for a role at YouGov, please read our privacy notice at https://jobs.yougov.com/privacy
