Member Support Representative

2 weeks ago

Toronto, Canada Assemblée de la francophonie de l’Ontario Full time

Member Support Representative - French SpeakingDynataThe 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 team's 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 20 hours per week. Must be fluent in FRENCH at an expert or native proficiency level.RESPONSIBILITIESFollow up with other support staff involved in resolution, to ensure the ticket is concluded in a satisfactory resolution.Achieve or exceed required team KPI goals.Support team lead/managers with admin tasks as needed.Coordinate escalations and make sure that urgent issues are communicated promptly.Help ensure the fulfillment of service requirements set by the department head (e.g. a maximum response time).REQUIRED SKILLS & QUALIFICATIONSMust read, write and speak English at an advanced level.Must read, write and speak/understand French fluently (Expert or native proficiency level).Excellent communication skills, both written and spoken.Must have at least 2 years of working experience in a customer service role where directly interacting with consumers.A suitable candidate will have a proven record in providing customer service either through telephone, online web-support, face-to-face or through other methods of communication.Excellent attention to detail.Proven organizational skills, time management, and able to multitask.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 have energy and enthusiasm.Computer literate with experience with Microsoft Office programs, such as Excel, Word, and PowerPoint, working on shared documents and willing to learn new programs.Strives for continuous improvement and contributes with new ideas.Looks beyond simple solutions; doesn’t stop at first answers, looks to resolve problems quickly, takes accountability for actions.Promotes a spirit of cooperation with other members of the work group and is always helpful to the rest of the team, among the first to volunteer to help others succeed. #J-18808-Ljbffr

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