Company Description
About M3:
A Japanese global leader in the provision of ground-breaking and innovative technological and research solutions to the healthcare industry. The M3 Group operates in the US, Asia, and Europe with over 5.8 million physician members globally via its physician websites which include mdlinx.com, m3.com, research.m3.com, Doctors.net.uk, medigate.net, and medlive.cn. M3 Inc. is a publicly traded company on the Tokyo Stock Exchange (jp:2413, NIKKEI 225) with subsidiaries in major markets including the US, UK, Japan, South Korea, and China, and in 2020 was ranked in Forbes’ Global 2000 list. The M3 Group provides services to healthcare and the life science industry. In addition to market research, these services include medical education, ethical drug promotion, clinical development, job recruitment, and clinic appointment services. M3 has offices in Japan, UK, France, Germany, Brazil, Sweden, China, USA, and South Korea, as well as India.
M3 Global Research, part of M3 Inc., provides the most comprehensive and highest quality market research recruitment and support services available to the industry with relationships reaching respondents in more than 70 countries worldwide.
Job Description
The Panel Support Associate is a highly motivated, personable, and detail-oriented professional focused on ensuring the satisfaction and retention of M3 Global Research panel members. This role involves delivering high-quality customer support through multiple channels — including email, chat, and phone — while resolving inquiries related to registration, accounts, study participation, compensation, and more.
Essential Duties and Responsibilities
Including, but not limited to, the following:
- Provide professional, high-quality support to M3 Panel members / non-members via email, live chat, phone, and ticket-based communications.
- Work efficiently across multiple systems to investigate, troubleshoot, and resolve inquiries or complaints, offering appropriate solutions and alternatives.
- Collaborate effectively with India, US and EU Operations/Project Management teams to address project-specific issues while balancing user advocacy and company objectives.
- Handle all inquiries in accordance with company policies, maintaining expected outcomes, resolution times, and communication standards.
- Build and maintain strong relationships with panel members through timely, empathetic, and professional communication.
- Contribute to continuous improvement by providing feedback on support processes, communication templates, and system enhancements.
Qualifications
- Minimum 2+ years of direct customer service experience, preferably in a professional or office environment. Experience in market research, SaaS, or tech support is a plus.
- Proven experience providing chat and phone-based customer support preferred.
- Ability to defuse tense situations while remaining calm, empathetic, and solution oriented.
- Excellent verbal and written communication skills; consistently maintain a professional and courteous demeanor.
- Strong multitasking ability — capable of managing multiple chat, phone, or ticket interactions efficiently.
- Highly organized with exceptional attention to detail, time management, and follow-through.
- Analytical and resourceful problem solver who presents issues clearly and suggests actionable solutions.
- Self-motivated and able to work both independently and collaboratively to achieve department goals.
- Fluent in English.
- Adaptable, flexible, and comfortable working in a fast-paced, evolving environment.
- Bachelor's degree required.
Preference for:
- Prior experience in customer support, panel management, or market research projects.
- Working knowledge of Zendesk / Freshdesk (Agent or Admin level) preferred.
- Familiarity with AI-powered translation tools (e.g., Language I/O) is a plus.
- Proficient in Microsoft Office and other productivity tools.
- Quick learner with strong technical aptitude and comfort using multiple systems simultaneously.
- A genuine interest in customer support and delivering excellent user experience.
Additional Information
- Must be available to work US Eastern time zone shift hours
- Bengaluru in office hybrid schedule required
