Customer Support Coordinator (Panel Relations Coordinator I)

We are looking for a Data Quality Analyst / Panel Operations & Digital Media Executive to manage and support research panelists while also contributing to digital audience measurement initiatives. This role requires excellent communication skills to provide high-quality panelist support and a strong analytical mindset to assist with digital media operations. The ideal candidate will be proactive, detail-oriented, and comfortable working with international stakeholders across different time zones.

Technical knowledge on mobile applications will be an added advantage

Location: Mumbai and all 5 days working from office

Key Responsibilities:

Panel Operations & Participant Engagement:

• Provide daily support for Mobile/Online research panels through email, phone, and other communication tools.
• Act as the primary point of contact for research participants, ensuring a high level of customer service.
• Assist in the development and enhancement of panelist communications, including emails, translations, and web content.
• Identify and escalate process improvement opportunities and potential risks related to panel management.
• Ensure compliance with market and legal requirements for panel operations.
• Work closely with local and international teams to ensure smooth panel operations.

Digital Media Operations & Data Quality Management:

• Support digital audience measurement by monitoring panel data for unexpected changes and escalating issues when necessary.
• Assist in analyzing digital data trends to ensure accuracy and consistency in research outputs.
• Work with global teams to implement improvements in digital data collection and processing.
• Understand and apply digital metering technology to enhance audience measurement processes (training provided).

• Language: Fluent in English with excellent verbal and written communication skills.
• Technical Skills: Confident in using computers and office applications (Microsoft Office/Google Suite).
• Analytical Abilities: Strong attention to detail with the ability to identify patterns and trends in data.
• Interpersonal Skills: Friendly, open, and a strong team player with a customer-focused mindset.
• Initiative: Self-starter with the ability to work independently and proactively suggest improvements.
• Industry Knowledge: Interest in media, market research, and digital developments.
• Time Zone Flexibility: Willing to work in the late India time zone (till 9 PM IST).

Education & Experience:

• A university degree or equivalent experience.
• 2+ years of experience in loyalty programs, customer engagement, or panel management, including recognition and retention strategies.
• BSC/ Btech and any technical degree will be prioritized

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