Role
Community Operations Analyst - Latvian
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About Us
We're Covalen, industry pioneers collaborating with organizations worldwide for over 25 years. From established sectors to cutting-edge industries, our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals.
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Duties and Responsibilities
* Assist our client's community and help resolve inquiries empathetically, accurately, and on time.
* Become and remain knowledgeable about the client's products and community standards.
* Make well-balanced decisions and be driven to be an effective advocate for our community.
* Display strong interpersonal skills, verbal and written communication skills, and most importantly, empathy.
* Display a strong bias toward doing what's right.
* Investigate and resolve issues reported on the client's platform, such as account requests and reports of potentially abusive content.
* Respond to user inquiries with high quality, speed, empathy, and accuracy.
* Use market-specific knowledge, signals, and insights to identify and develop scalable solutions to improve community support.
* Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site.
* Enforce client's Terms of Use by monitoring reports of abuse on the site.
* Review reported content within agreed turnaround times and quality standards.
* Identify workflow inefficiencies and suggest solutions.
* Recognize trends and escalate issues outside company policy to the global team.
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About You
* Strong personal resilience to operate effectively in a fast-paced environment.
* High adaptability and a positive approach to challenges.
* Decision-making and problem-solving abilities.
* Effective time management and prioritization skills.
* Ability to work collaboratively as part of a team.
* Consistently meet KPIs on time.
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Essential Competencies
* Fluent in Latvian and English.
* Cultural understanding of the Latvian market.
* Experience working in an office environment is preferred.
* Reliable, consistent, and hardworking.
* Passionate about ensuring a positive and safe user experience.
* Flexible in working on different projects in a fast-paced environment.
* Quick learner of new information.
* Eligible to work in Ireland full-time (Stamp 4, Irish citizenship, or European nationality).
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Benefits
* Health Care
* Extensive Training & Development
* Access to Group Scheme website
* Access to 24-hour Employee Assistance Programme (EAP)
* Wellness Programme
* Tax Saver Scheme
* Bike to Work Scheme
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