Member Success Agent

4 months ago

Toronto, Canada Dynata Full time

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 20 hours per week. Must be fluent in ITALIAN at an expert or native proficiency level**

RESPONSIBILITIES- Follow up with other support staff involved in resolution, to ensure the ticket is conclude 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 fulfilment of service requirements set by the department head (e.g. a maximum response time).

REQUIRED SKILLS & QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.- Must read, write and speak English at an advanced level- Must read, write and speak/understand Italian 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.-
- 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 always helpful to the rest of the team/others amongst the first to volunteer to help others succeed

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

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