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 Full-time permanent position . Must be fluent in French 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 for the role

REQUIRED SKILLS & QUALIFICATIONS

• 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 or similar experience.

• The ideal candidate will have a demonstrated history of delivering excellent customer service, with experience in 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.

• Computer literates with experience with Microsoft office programs, such as Excel, Word and PowerPoint, working on shared documents and willing to learn new programs.

• Foster a collaborative work environment by promoting teamwork, mutual respect, and cross-functional cooperation.

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

This is a Canada-based role, and this position is for an existing vacancy.

AI at Dynata: To ensure our hiring process is fair, efficient, and transparent, we want to inform all applicants that we may utilize Artificial Intelligence (AI) technologies, including those integrated into our recruitment vendors' platforms. Our goal is to create an interview environment where every candidate can perform their best, and we are committed to an equitable process where applicants are evaluated based on job-related knowledge, skills, and abilities in accordance with equal opportunity principles. The use of any AI tool within our hiring process are used to augment, not replace, human judgment. All final hiring decisions are made by our hiring managers and recruitment teams.

The CAN base rate for this position in is $35,002.50/yr; however, base pay offered may vary depending on location, job-related knowledge, skills, and experience. A discretionary incentive program may be provided as part of the compensation package, in addition to a full range of medical and other benefits, dependent on full-time employment status.

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