Job Title:
Community Operations Analyst
Description:
We're seeking a highly skilled professional to join our operations team. As a key member, you will be responsible for assisting clients' community and resolving inquiries in a timely and empathetic manner.
* Assist clients' community and resolve inquiries accurately and on time
* Become knowledgeable about clients' products and community standards
* Make well-balanced decisions and act as an effective advocate for our community
* Demonstrate strong interpersonal skills, verbal and written communication skills, and empathy
* Investigate and resolve issues reported on clients' 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 identify 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 clients' Terms of Use by monitoring reports of abuse on the site
* Review 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 company policy to the global team
Key Responsibilities:
* 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 and solve problems
* Effective time management and prioritization skills
* Ability to work as part of a team and consistently hit KPIs on time
Benefits:
* Health Insurance
* 25 days Annual Leave
* Extensive Training & Development
* Access to Covalen's Wellness Programs
* Tax Saver Travel Card
* Covalen's Bike to Work Scheme
About Us:
We champion diversity and equality, anchoring our workplace cultures and creative minds. We recognize the collective strength found in the diverse backgrounds, skills, and experiences of our team members. Our commitment to fostering an inclusive environment transcends gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership in the Travelling community.