Member Support Agent - German Speaking

Dynata; London; On-site; GBP 20,000 - 30,000; Part time

Job summary

An established industry player is seeking a dedicated Member Support Agent to enhance customer satisfaction for its market research panel. This part-time role involves providing exceptional support to panelists, ensuring timely resolutions, and fostering strong relationships. The ideal candidate will be fluent in German and English, possess excellent communication skills, and have a proven track record in customer service. Join a dynamic team that values cooperation and continuous improvement, and enjoy a generous benefits package that promotes work-life balance and personal development.

Benefits

Activity Pass

Apple Products

Bespoke Benefits website

EAP and Health assistance

Generous Holiday Entitlement

Community involvement initiatives

Health Cash Plan

Health Screening

Income Protection Plan

Learning Management System

Qualifications

• Fluency in German and advanced English is essential.
• 2+ years of customer service experience required.

Responsibilities

• Provide excellent customer support and resolve member issues.
• Achieve KPI goals and maintain high panelist satisfaction.
• Assist with administrative tasks as needed.

Skills

Fluent in German

Advanced English

Excellent communication skills

Customer service experience

Attention to detail

Organizational skills

Time management

Proactive and motivated

Tools

Microsoft Office

Job description

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 success 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 part-time permanent position for 20 hours per week. Must be fluent in German at a native level.

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.
• Must read, write and speak/understand German fluently (Native 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.
• A suitable candidate will have a proven record in providing customer service either through telephone, online web-support, face-to-face or through other methods of communication.
• 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
• 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.

About the company

Dynata is a global online market research firm based in Plano, Texas and Shelton, Connecticut.