Job Summary:

The Associate, Members Services, is the customer service voice of our company towards our panel/community members. By responding via email to members’ enquiries, the Associate, Members Services is ensuring of the satisfaction of our members. Quick and efficient at solving problems, ready to run an extra mile for the panel members, the Associate, Members Services is focused on excellence, quality and metrics. Able to work independently, while working within a large global team, the Associate, Members Services deliver high quality support services in coordination with its peers.

We are currently seeking a Part - Time  Member Support Associate in Hong Kong.  Candidate must have work rights to remain in HK for one year plus. Candidates are required to speak Chinese and English.

Customer service management

• Read, understand and sort out panelists’ enquiries
• Reply in native language in using as needed both standard answers and ad-hoc responses
• Provide high quality customer service to the panel members, in regards to all sectors, including incentives, survey participation, profile update and data privacy.
• Report proactively to the project team any project related issues
• Deal with issues and enquiries in line with our global processes and deliver solutions to panel members
• Monitor time and manage priorities to meet business goals
• Research ongoing process improvements

Language & country expertise support

• Proofread texts in the target language which will be used in communications towards the panel members, e.g. on the website, in questionnaires and in e-mail messages, mini-polls
• As needed, test questionnaires before these will be sent to the panel members to ensure a high quality level
• Work with the Quality Team to, as needed by the business, identify fraudulent behaviour to ensure a high quality level of panel data
• Act as a country and language advisor within the Global Panels team and provide the team regional insights on e.g. local practices, lifestyle, likes and dislikes

 Minimum Qualifications

• Fluent in both written and verbal Chinese.
• Fluent verbal and written English required
• Knowledge of MS Office products in particular MS Excel
• Strong problem solving skills and the ability to learn quickly is critical.
• Creative and pro-active self-starter
• Attention to detail

For more information, and an initial telephone interview, please email your CV and a covering letter to Mr.Angus Chan achan@lightspeedresearch.com Check us out at: www.lightspeedresearch.com

We are from Kantar, Profiles Division, a digital data collection specialist on a mission to help clients discover truth through data. Our 700 employees in 14 countries are passionate about boldly challenging the status quo to find faster, more creative ways of connecting brands and consumers to build richer profiles of millions of people across the globe. From modernizing surveys via our programmatic Gravity Network and LifePoints mobile app, to amplifying the voice of the millennial through VICE Voices, or leveraging our first party panel relationships and uniquely patented Honesty Detector Service to find the quality in the quantity of data out there, we are delivering the ‘buy and why’ insights that power today’s marketing decisions. Headquartered in Warren, NJ, part of Kantar, one of the world’s leading data, insight and consultancy companies. Kantar is the Data Investment Management division of WPP plc. http://www.kantar.com/profiles