Offer summary

Qualifications:

Fluent in French and English, both written and spoken., Excellent communication and organizational skills., Proficient in Microsoft Office applications like Excel, Word, and PowerPoint., Ability to work independently and adapt to a fast-paced environment..

Key responsibilities:

Support members through various communication channels.

Achieve and exceed KPI and member satisfaction goals.

Perform website testing and report findings.

Handle escalated complaints and perform fraud checks.

Job description

Dynata is the global leader in online data collection for the market research industry. Our Member Support team agents are responsible for delivering excellent customer service to panelists participating in our market research surveys. The member support team fulfills a vital role in ensuring our members receive high quality answers to their questions and become brand advocates.

The role of a Member Support agent is to create a positive customer support experience and build strong relationships with our members. Team members accomplish this through; problem solving, ensuring timely resolution or escalation of requests, communicating promptly on progress, and handling customers with a consummately professional attitude across a range of support mediums. Our teams goal is to ensure members are being provided with the highest levels of customer service at all times.

***This is a part-time permanent position for 15 to 20 hours per week. Must be fluent in French at a native level***

RESPONSIBILITIES

Achieve or exceed required KPI goals.
Support members across a range of different channels.
Achieve or exceed required KPI rating for panelist satisfaction
Perform end-user testing of panel websites and report findings to appropriate persons.
Research and perform fraud checks.
Ensure escalated complaints and sensitive subject matters are resolved accordingly.
Other duties may be assigned at the discretion of management in the context of the role.

SKILLS AND ATTRIBUTES

Must read, write and speak English and French fluently.
Excellent communication skills, both written and spoken.
Good attention to detail.
Organizational skills.
Time management.
Problem solving and ability to adapt to member needs.
Ability to work independently.
Proactive, motivated and flexible team player who is keen to work in a stimulating and fast paced work environment.
Possess a positive attitude and enthusiasm.
Strives for continuous improvement; anticipates and solves for customer needs; contributes new ideas
Computer literate with experience with Microsoft office programs, such as Excel, Word and PowerPoint

Dynata is one of the world’s leading single providers of first-party data contributed by people who opt-in to member-based panels that the company manages and maintains. With a reach that encompasses 60+ million people globally and an extensive library of individual profile attributes collected through surveys, Dynata is the cornerstone for precise, trustworthy quality data. The company has built innovative data services and solutions around this core asset to bring the voice of the individual to the entire marketing spectrum, from market research to marketing and advertising. Dynata serves nearly 6,000 market research agencies, media and advertising agencies, consulting & investment firms and healthcare and corporate customers in the Americas, Europe, and Asia-Pacific

Dynata is an equal employment and affirmative action employer OE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity

Required profile