Are you looking for a career that involves helping people and making a difference in their lives? As a Community Operations Analyst, your primary goal will be to assist our clients' communities and resolve inquiries empathetically, accurately, and on time.
Key Responsibilities:
* Assist clients' community and help resolve inquiries with empathy, accuracy, and speed
* Become knowledgeable about clients' products and community standards
* Making well-balanced decisions and being an effective advocate for the community
* Displaying strong interpersonal skills, verbal and written communication skills, and most importantly, empathy
You will also be responsible for investigating and resolving issues reported on the client's platform, such as requests for account support and reports of potentially abusive content. Additionally, you will respond to user inquiries with high quality, speed, empathy, and accuracy.
In this role, you will have the opportunity to use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of users. You will also gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site.
You must enforce clients' Terms of Use by carefully monitoring reports of abuse on the site. This includes reviewing reported content within agreed turnaround times and standards of quality. You will identify inefficiencies in workflows and suggest solutions. Recognize trends and patterns and escalate issues outside the company policy to the global team.
Required Skills and Qualifications:
* 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 & prioritization skills
* Ability to work as part of a team
* Ability to consistently hit KPIs on time
* Proficient in Somali and English
* Cultural understanding of the market
* Experience in working in an office environment is preferable
Benefits:
* Health Insurance
* 25 days Annual Leaves
* Extensive Training & Development
* Access to wellness programs
* Tax Saver Travel Card
* Bike to Work Scheme
We are an equal opportunity employer and champion diversity and equality in our workplace culture and creative minds. We recognize the collective strength found in the diverse backgrounds, skills, and experiences of our team members.