Member Success Agent

2 weeks 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- 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 also an affirmative action employer OE/Minority/Female/Veteran/Disabled/Sex/Sexual Orientation/Gender Identity or Expression/Race/Color/National Origin/Age/Religion/Genetic Information/Marital Status/Height/Weight or any other legally protected category defined by applicable federal state or local laws and ordinances, so as to further the principles of equal employment opportunity.

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