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For Companies At a Glance
- Tasks: Support panelists with their queries and ensure top-notch customer service.
- Company: Join Dynata, a global leader in online data collection for market research.
- Benefits: Enjoy flexible hours, competitive salary, generous holiday, and discounts at over 1000 brands.
- Why this job: Be part of a dynamic team that values your input and fosters personal growth.
- Qualifications: Fluent in German and English, with 2 years of customer service experience required.
- Other info: This is a part-time role, perfect for students looking to gain valuable experience.
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.
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Member Support Agent - German Speaking employer: Dynata
Contact Detail:
Dynata Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Member Support Agent - German Speaking
✨Tip Number 1
Familiarise yourself with the key responsibilities of a Member Support Agent. Understanding the importance of timely communication and problem-solving will help you demonstrate your ability to handle customer inquiries effectively during any interviews.
✨Tip Number 2
Brush up on your German language skills, especially in a customer service context. Being able to communicate fluently and professionally in German will be crucial, so consider practising common customer service scenarios in both German and English.
✨Tip Number 3
Showcase your experience in customer service roles by preparing specific examples of how you've successfully resolved customer issues in the past. This will highlight your problem-solving skills and your ability to maintain a positive attitude under pressure.
✨Tip Number 4
Research Dynata and their approach to market research. Understanding their values and mission can help you align your answers with what they are looking for, making you a more attractive candidate during the interview process.
We think you need these skills to ace Member Support Agent - German Speaking
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service roles, especially any positions where you interacted directly with consumers. Emphasise your fluency in German and English, as well as your communication skills.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to create positive experiences for customers. Mention specific examples of how you've resolved issues or improved customer satisfaction in previous roles.
Highlight Relevant Skills: In your application, focus on skills that align with the job description, such as problem-solving, attention to detail, and the ability to multitask. Provide examples of how you've demonstrated these skills in past positions.
Proofread Your Application: Before submitting, carefully proofread your application materials to ensure there are no spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Dynata
✨Showcase Your Language Skills
Since the role requires fluency in German, be prepared to demonstrate your language skills during the interview. You might be asked to answer questions or even conduct part of the interview in German, so practice speaking and writing in a professional context.
✨Highlight Customer Service Experience
Make sure to discuss your previous customer service roles and provide specific examples of how you handled challenging situations. Emphasise your ability to resolve issues promptly and maintain a positive attitude, as this is crucial for the Member Support Agent position.
✨Demonstrate Problem-Solving Skills
Prepare to discuss instances where you've successfully solved problems or improved processes in your past roles. This will show that you can think critically and take accountability for your actions, which are key traits for this job.
✨Research Dynata and Its Values
Familiarise yourself with Dynata's mission and values before the interview. Understanding their focus on high-quality customer service and member satisfaction will help you align your answers with what they are looking for in a candidate.
