Overview
Community Operations Analyst (Multilingual)
Role and Responsibilities
Assist our client's community and help resolve inquiries empathetically, accurately and on time
Become and remain knowledgeable about client's products and community standards
Make well balanced decisions and personally driven to be an effective advocate for our community
Strong interpersonal skills, verbal and written communication skills and most importantly empathy
Display a strong bias to doing what's right
Investigate and resolve issues that are reported on client's platform such as requests for account support 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 spot and scope scalable solutions to improve the support of our community of users
Gather, analyse and utilize relevant data to develop ways to improve the overall user experience on the site
Enforce clients Terms of Use by carefully monitoring reports of abuse on the site
Review the reported content within agreed turnaround times and standards of quality
Identify inefficiencies in workflows and suggest solutions
Recognize trends and patterns and escalate issues outside the company policy to the global team.
Essential Competencies
Strong personal resilience with the ability to operate in a pressured and fast paced environment.
High adaptability and positive approach to challenges.
Ability to make decisions.
Ability to solve problems.
Effective Time management & Prioritization skills.
Ability to work as part of a team.
Ability to consistently hit KPIs on time.
Candidate Experience
Proficient in market language and English.
Cultural understanding of the market.
Experience in working in an office environment is preferable.
Extremely reliable, consistent, and hard-working
Passion for ensuring a positive, safe user experience
Flexible in working in a faced paced environment with different projects to work on.
Ability to learn new information in a short period of time
Eligible to work in Ireland full time
Benefits
Health Insurance
25 days Annual Leaves
Extensive Training & Development
Access to Covalen's Wellness Programs.
Tax Saver Travel Card
Covalen's Bike to Work Scheme
Further Details
Salary: €31,063.50 per Annum
Location: Sandyford (Dublin 18)
Working hours: 37.5 hours / week Monday to Sunday (including Bank Holidays)
Shift: Day (9am to 5.30pm) / Evening (6pm to 2am)
Pay Schedule: Monthly
Contract Type: Permanent Full-Time Contract
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