Customer Service Agent, LEO

Leger; Montreal; Remote; CAD 40,000 - 55,000; Full time

Job summary

A leading market research firm is seeking a Customer Service Agent to enhance support for their online panel. The role involves assisting panel members with inquiries, resolving issues, and improving member engagement. Ideal candidates will possess strong communication skills and a problem-solving mindset, with the ability to work independently in a flexible remote environment.

Qualifications

• Previous experience in customer service, ideally online.
• Familiarity with online communication platforms and social media.

Responsibilities

• Provide quick assistance to panel members via email, chat, and phone.
• Resolve technical and non-technical issues faced by panel members.
• Gather feedback from panel members to improve their experience.

Skills

Excellent online communication

Empathy and understanding

Attention to detail

Proactive problem solving

Time management

Adaptability to new technologies

Education

High school diploma or equivalent

Tools

CRM systems

Job description

Leger, a leader in the field of market research, is looking for a Customer Service Agent for our LEO online panel to strengthen our support team. This position is essential to ensure a positive and constructive interaction with our panel members by providing them with the necessary assistance for their inquiries and concerns. The ideal candidate will have excellent digital communication skills, a problem-solving ability, and a strong commitment to member satisfaction.

Key Responsibilities

• Panel Member Support: Provide quick and accurate assistance to panel members via email, live chat, phone, and tickets, responding to inquiries related to panel participation, rewards, surveys, and account management.
• Problem Solving: Efficiently resolve technical and non-technical issues faced by panel members, ensuring a smooth experience. Escalate complex issues to the relevant departments when necessary.
• Inter-Team Communication: Maintain constant communication with different business units, including project managers, researchers, technical support.
• Member Engagement: Develop and implement initiatives to increase the engagement and loyalty of panel members.
• Feedback Collection: Gather and compile feedback from panel members to identify trends, insights, and opportunities for improving the panel experience.
• Quality Control: Validate invitations, new member registrations, and information related to surveys and member profiles.
• Database Management: Maintain accurate and up-to-date records of member interactions, feedback, and issue resolution statuses in the panel database.
• Communication: Write clear and concise communication materials for panel members, including FAQs, guidelines, and updates on panel activities.
• Training and Development: Participate in ongoing training to enhance panel knowledge, research methodologies, and customer service best practices.

Requirements

• Previous experience in customer service, ideally in an online context or supporting online communities.
• Solid understanding of online communication platforms and social media.
• Exceptional written communication skills, with the ability to convey information clearly and empathetically.
• Problem-solving mindset with a focus on delivering effective solutions.
• Familiarity with CRM systems, data entry, and basic technical troubleshooting.
• Ability to work independently in a remote setting, as required.
• Capable of setting and achieving given goals while maintaining high levels of productivity and efficiency.
• High school diploma or equivalent; additional training or certification in customer service or related fields is a plus.

Skills

• Excellent online communication
• Empathy and understanding
• Attention to detail
• Proactive problem solving
• Time management
• Adaptability to new technologies

Work Environment

This position is flexible and can be remote, requiring a reliable internet connection and a proper home office setup. It may involve flexible hours to cover different time zones of panel members.