Job Description
Community Operations Analyst - Estonian Speakers
Summary: We're seeking a Community Operations Analyst to assist our client's community, resolve inquiries, and enforce client terms of use.
Location: Dublin
Contract type: Permanent
Work model: Onsite from the office (Sandyford)
Working hours: Day shift (9am-5.30pm) or Evening shift (6pm-2am)
**Job Description:**
- 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, analyze 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.
**About You:**
- 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, to solve problems, to work as part of a team and to consistently hit KPIs on time.
- Effective Time management & Prioritization skills.
**Essential Requirements:**
- Fluent in Estonian 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 fast-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 and Perks:**
- Health Insurance.
- 25 days Annual Leaves.
- Free meals / snacks onsite.
- Extensive Training & Development.
- Access to Covalen's Wellness Programs.
- Tax Saver Travel Card.
- Bike to work scheme.
At Covalen, we're not just a business process outsourcing (BPO) service provider – we're 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. We've built enduring relationships in Financial Services, Technology, and Utilities, working with some of the globe's largest and most forward-thinking companies.
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.