Job Description
Community Operations Analyst (Multilingual)
We are seeking a highly skilled and experienced Community Operations Analyst to join our team. As a key member of our community operations team, you will play a vital role in assisting our clients' community and helping resolve inquiries empathetically, accurately, and on time.
The successful candidate will be responsible for becoming knowledgeable about our clients' products and community standards, making well-balanced decisions, and being an effective advocate for our community.
Key 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 Requirements:
* 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 Leave
* Extensive Training & Development
* Access to Covalen's Wellness Programs
* Tax Saver Travel Card
* Covalen's Bike to Work Scheme
Further Details:
* Salary: €29,000 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