Member Support Representative- French

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 team's 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 concluded 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; Create a positive customer support experience and build strong relationships with members; Solve problems, ensure timely resolution or escalation of requests, communicate promptly on progress, and handle customers with a consummately professional attitude across a range of support mediums

Requirements

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; 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 literate 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

Nice to have

Demonstrated history of delivering excellent customer service; Experience in online support via ticketing/emailing systems

Benefits

Discretionary incentive program; Full range of medical and other benefits (dependent on full-time employment status)