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.