Member Success Agent - German & English (Part‑Time)

LOCATION: Hybrid or 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 German 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 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

• Must read, write and speak/understand German 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

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:

• 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 (based on FTE)
• 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

At Dynata, we are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. Dynata welcomes and encourages applications from people with disabilities. We are committed to an inclusive work culture for all our employees. Accommodations by request can be made for all aspects of the selection process.

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