German-Speaking Phone Agent (Remote)

Company Description

About M3 Inc:

Founded in 2000, with start-up investment capital from Sony, M3’s mission is to make use of the internet to increase, as much as possible, the number of people who can live longer and healthier lives, and to reduce, as much as possible, the amount of unnecessary medical costs. Key achievements of M3 Inc. include:

  • Named in Fortune’s 2020 ‘Future 50’ list, ahead of Facebook and Amazon
  • Ranked in Forbes’ 2020 Global 2000 list of the world’s largest public companies
  • M3 is the only company incorporated after the year 2000 to be included in the Nikkei 225 Index
  • Listed in Forbes’ ‘Asia’s 200 Best Over a Billion’ in 2019
  • In 2020 M3 founded the ‘M3: Stop COVID-19 Fund’ and pledged one billion yen to support COVID-19 related initiatives

M3’s legacy lies in the power of trusted physician platforms. Around the world, M3 organisations leverage these highly engaged digital communities to deliver medical education, job placement, and market research, to improve global patient outcomes.

Due to our continued growth, we are hiring for a German-Speaking Phone Agent at M3 Global Research, an M3 company.

About the Business Unit:  

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.

M3 services incorporate all of the most advanced statistical and attitudinal methodologies allowing clients to provide world-class offerings and support services to their end-client customers throughout multiple industry sectors.  Offering a comprehensive portfolio of qualitative and quantitative methodologies, our ISO 20252 and 27001 certifications underpin our focus on compliance and high quality data. By working with us partners are expanding their in-house teams to include subject matter experts who customize their significant industry experience and insight to each project. Together with M3-owned QQFS, and m360 Research, we offer a physical presence and proprietary panel in the Americas, APAC, and Europe, including the largest domestic US healthcare panel.

Job Description

PLEASE NOTE: Though this role is fully remote, candidates will need to be legally authorized to work for any employer without a sponsorship AND reside in any one of the following countries: UK OR Netherland OR Lithuania OR Sweden.

The mission of the Panel & Phone Recruitment Associate is to recruit market research English and German speaking participants via phone and carry out cold calling to engage new respondents to complete M3 Global Research projects. The Panel & Phone Recruitment Associate provides high quality customer service to panel members and other research participants by answering questions and resolving inquiries regarding registration, accounts, study participation, compensation, and more.

Essential Duties and Responsibilities:

Project Recruitment:

  • Recruit M3 Global Research panelists via phone and carry out cold calling to recruit respondents on allocated quantitative and qualitative projects
  • Carry out online desk research of phone numbers of healthcare professionals and call them to recruit them to participate in market research studies
  • Ensure project details are clearly communicated to participants when contacting them over the phone
  • Inform the line manager of any recruitment issues, delays and foreseeable problems that can affect the successful delivery of the project
  • Provide insightful and relevant feedback on projects feasibility based on gathered market intelligence upon talking to respondents over the phone
  • Complete phone screening of recruited respondents for telephone and in-facility interviews
  • Ensure qualitative respondents are scheduled and confirmed over the phone
  • Ensure confirmation letters and consent forms are sent and complete follow up calls if needed to chase on materials
  • Ensure that daily number of calls and strike rate targets are achieved
  • Strictly follow phone quality communication parameters and guidelines

Panel Engagement

  • Call M3 Global Research registered respondents who have not confirmed their email account to complete the onboarding process
  • Call inactive M3 Global Research respondents and invite them to reactivate their M3 account

Panel Support:

  • Provide high-quality professional support to M3 Global Research members via telephone and email / support ticket communications
  • Master and work across multiple systems to investigate, troubleshoot and handle enquiries and complaints and provide appropriate solutions and alternatives
  • Effectively work with our US and EU Operations / Project Management team members to resolve project specific issues and acting on behalf of the user while balancing user advocacy and company profitability
  • Handle all enquiries according to company policy and expectations in regard to outcomes, time to resolution, and communication standards
  • Complete the verification process for newly registered panelists and carry out data quality checks for existing panelists
  • Build and maintain strong relationships with the panel members through timely and professional communication, quality problem solving and creative thinking
  • Provide input and assist with updating communication procedures, guidelines, and enhancements to the system and processes

Qualifications

  • Fluent in German and English
  • Excellent interpersonal and communication skills – both verbal and written
  • Have a strong comfort level of being on the phone
  • Be able to work as part of a team and show flexibility in the tasks they are asked to perform
  • Independently motivated and inspired by working in a dynamic environment
  • Comfortable with change, with the ability to seek opportunity in uncertain conditions
  • Analytical and a strategic thinker
  • Ensure 100% accuracy and demonstrate excellent attention to detail
  • Strong organizational skills and the ability to multitask

Additional Information

Employee Benefits:

  • 25 days annual leave
  • Participation in a company bonus scheme linked to personal and company performance
  • Group Life Cover 4x salary
  • Pension 4%/4% employee/employer contributions
  • Vitality after probation
  • Staff discount scheme
  • Discounted gym membership​