Member Support 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 fulfils 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.

**MUST be fluent in Spanish language at a native level.

RESPONSIBILITIES
- 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.

SKILLS AND ATTRIBUTES
- 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.
- Computer literate with experience with Microsoft office programs, such as Excel, Word and PowerPoint.
- Strives for continuous improvement; anticipates and solves for customer needs; contributes new ideas

EDUCATION AND EXPERIENCE
- High School Diploma
- 2-years of customer service experience, preferably in a call-center environment
- Must read, write and speak English fluently.
- Must read, write and speak Spanish fluently.

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