Member Success Representative (Italian speaking)

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 [Italian] 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 assigned.

REQUIRED SKILLS & QUALIFICATIONS  

• Must read, write and speak English at an advanced level 
• Must read, write and speak/understand [Italian] 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 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. 
• Proficient in Microsoft Office Suite (Excel, Word, and PowerPoint), with experience in collaborative document sharing and a proven ability to learn and adapt to new software and technologies.
• Foster a collaborative work environment by promoting teamwork, mutual respect, and cross-functional cooperation.

At Dynata, we deliver the highest quality first-party data to help businesses around the world gain precise insights, activate the right audiences, and confidently measure impact. With industry-leading respondent accuracy, reliability, and a commitment to continuous improvement, Dynata is the trusted foundation for smarter decision-making.

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.

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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