Member Success Agent

6 months ago

London, United Kingdom 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 Success 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 part-time permanent position for 20 hours per week. Native level of Greek, Turkish, Czech, or Hungarian is an advantage, but not necessarily required.*

RESPONSIBILITIES
- Follow up with other support staff involved in resolution, to ensure incidents are resolved, requests are filled, and the customer communication is complete.
- Achieve or exceed required KPI goals.
- Achieve or exceed required KPI rating for panelist satisfaction
- Occasionally support team lead/managers with admin tasks
- Research and perform fraud checks by following the processes and procedures in place
- 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

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

- Must read, write and speak English at an advanced level
- Read, write, and speak/understand fluently one of the following languages: GREEK, TURKISH, CZECH, OR HUNGARIAN. Native level is not required but advantageous
- 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

WE OFFER (BONUS, BENEFITS)

In addition to a competitive salary and bonus scheme; we offer a generous benefit package which is continually reviewed in order to offer the best options for our staff. We offer:

- Activity Pass
- Apple Products
- Bespoke Benefits website with discounts in over 1000 High Street brands
- Cycle scheme
- Dental Scheme
- Health Cash Plan Benefit
- EAP and Health related assistance
- Family friendly policies
- Generous Holiday Entitlement - 25 days increasing by 1 day every 2 years up to a max of 30
- GIVE - Our community involvement initiative, where we Get Involved, Volunteer and Engage.
- Health Cash Plan
- Health Screening
- Income Protection Plan
- Learning Management System available through the HR system providing free access to thousands of online training modules and personal development programs
- Life Assurance
- Medical, Health and more benefits

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.

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