Customer Service Agent LEO

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 problemsolving 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 nontechnical issues faced by panel members ensuring a smooth experience. Escalate complex issues to the relevant departments when necessary.
• InterTeam 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 uptodate 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.
• Problemsolving 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.