Toluna is the global research and insights leader that enables businesses to make smarter, data-driven decisions – faster. For 25 years, we have partnered with the world’s leading brands, delivering transformative impact through our advanced technology platform, comprehensive solution portfolio, expansive global first-party panel, and world-class team of leading research experts. Since 2019, we’ve made significant investments in artificial intelligence to enhance automation, accelerate insight delivery, and unlock deeper understanding at scale. With 40+ offices worldwide, Toluna operates in 70+ countries, redefining the future of insights. Learn more at www.tolunacorporate.com

To complete our team and support our global growth, we are looking for a Global Customer Support representative for other countries.

The Customer Support's goal is to respond to members’ enquiries, resolve members’ problems and escalate any issues to the appropriate internal personnel and teams.

Responsibilities:

• Respond promptly to members’ enquiries, handle them to resolve their complaints.
• Obtain and evaluate all relevant information to handle enquiries and complaints.
• Communicate and coordinate with the relevant internal departments making arrangements for the members to get a response in a timely manner and ensure the members’ needs are understood and met (track and route problems and requests and document resolutions).
• Direct requests and unresolved issues to the designated resource.
• Perform thorough user account & activity verifications (in the database and on the site).
• Perform end user testing of panel websites and report findings to the appropriate persons/teams.
• Provide feedback insights gained from community monitoring, members reports and your verifications.
• Enhance Luna chatbot accuracy through regular testing and annotation
• Research and escalate fraud checks within members groups as needed.
• Display very good knowledge of procedures, tools and products and stay current with system information, changes, and updates.
• Keep the manager up to date on major user activity trends and issues observed.
• Ensure the fulfilment of service requirements set by the Manager and the Department Executive

Required skill set:

• Proficiency in English.
• Studies related to foreign languages or related, or a graduate with proficient linguistic skills.
• Competence in Microsoft Office and ability to learn new computer applications.
• A proactive approach to problem resolution.
• Organization and prioritization skills.
• Understanding of popular social networks/online community platforms – design, functionality, users.
• Empathetic, able to handle conflict and pressure.
• Creativity, great attention to detail and very good communication skills are highly appreciated.
• Customer service orientation, adaptability, flexibility and positivity.

Our values:

Acting with Ownership- Demonstrating individual accountability

Bringing a forward mindset- Being action-oriented, bold and entrepreneurial

Collaborating with Curiosity- Exhibiting teamwork through togetherness

Discussing openly, committing jointly- Sharing your views openly

Embracing empathy- Being egoless & caring

What we offer:

At Toluna, we’re all about creating a welcoming, diverse workplace where everyone can thrive. We offer competitive pay, great benefits, and plenty of opportunities to grow within our global team. Inclusion and respect are at the heart of what we do. Our community connects over 72 million people across 70 countries. If you’re passionate about making an impact, we’d love to have you on board.

Other benefits:

Professional & personal growth: Training opportunities and career development plan.

Financial package: Competitive salary, performance bonus.

Health: Private medical insurance.

Work-life balance: Working from home policy.

Join our global team. We welcome big thinking and reward great work.

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