Description
We’re a team of innovators, strategists, and problem-solvers dedicated to helping our clients connect human answers to business questions. With a culture that values collaboration, creativity, and personal growth, we’re looking for a Bilingual Panel-Helpdesk Associate to join our team in India Canada and contribute to our global success. We are SAGO. Passionate and inspired thinkers, who celebrate our wins. Vibrant Leaders who empower our colleagues and innovate the Market Research industry. Curious learners , constantly finding new ways to transform. Bold thinkers and doers who don’t do status-quo. Authentic team members who show up to work every day being ourselves, never afraid of new ideas or opinions, because we believe they matter. As a global leader in market research and data solutions, Sago is committed to connecting human answers to business questions. The world is transforming, and Sago is continuously reaching new heights, redefining our solutions beyond our clients’ wildest expectations, and making it smarter, faster, and easier to gain insights that matter. We have done it for over 55 years with the brightest minds, and we are looking for more trailblazers who will help us pave new paths that connect our clients with audiences around the world. POSITION SUMMARY: Provide exceptional customer service to Sago AskingCanadians respondents, aiming to drive respondent satisfaction and retention. KEY JOB RESPONSIBILITIES: Intake, triage, investigate, and respond to inquiries directed to Sago’s AskingCanadians’ respondent help desk, maintaining our company’s reputation for high-quality service Respond to English and French respondent inquiries by email, and at times, through phone Effectively assess respondent needs and consistently provide accurate, valid, and complete information, aiming to resolve issues with as few touch points as possible Work with internal teams to troubleshoot issues that impact respondent experiences Escalate complex issues appropriately and follow up to ensure timely resolution Learn and stay up-to-date on Sago’s technologies and procedures Follow appropriate communication procedures, guidelines, and policies Other duties as assigned such as translate, edit and proofread material in both English and French QUALIFICATIONS We are looking for a proactive, goal oriented individual with excellent communication skills. In addition, you must: Be fully bilingual; especially in written Quebecois and grammatically correct English Have excellent time management skills and ability to multi-task and prioritize work Highly customer focused and willing to help people resolve their questions in a timely manner Be at ease in a fast-paced environment and able to meet tight deadlines and high volume of inquires Computer literate and experience of using Microsoft Office packages Comfortable providing customer service via email High School diploma/GED required Experience in market research a plus. Experience with customer service ticketing software a plus COMPUTER SKILLS: Proficient in Microsoft Office including Word, Excel and PowerPoint Experience working with cloud-based software Sago is strongly committed to diversity within its community and welcomes applications from racialized persons/persons of colour, women, Indigenous People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas. In accordance with the AODA Act, accommodation will be provided throughout the recruitment process to applicants with disabilities.
