Member Success Agent, Bilingual French

LOCATION: Fully Remote

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 [FRENCH] at an expert or native proficiency level***

Quick rundown on the position:

• Part-time: 20 hrs/week

• Schedule: Monday-Friday between 8 AM-5 PM EST (no evenings/weekends)

• Rate: 17.20 CAD/hr ($12 USD/hr)

• Training: Morning availability needed for 6-8 weeks

• Shift minimum: 3 hours

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

• Must 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.

• The ideal candidate will have a demonstrated history of delivering excellent customer service, with experience in both telephone support and online support via ticketing/emailing systems

• 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

At Dynata, we are committed to creating an inclusive and accessible environment where every employee and customer feels valued, respected, and supported. We strive to build a workforce that reflects the diversity of the communities we serve. Dynata welcomes and encourages applications from individuals with disabilities and is dedicated to fostering a work culture that supports everyone. Accommodations are available upon request for all aspects of the selection process.

Dynata is an Equal Opportunity Employer. We consider all qualified applicants and employees without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, marital status, age, disability, genetic information, veteran status, or any other legally protected status under applicable laws.

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