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.