Job Description
Community Operations Analyst - German: Resolve user inquiries, enforce community standards, and improve user experience in a fast-paced environment.
At Covalen, we're industry pioneers collaborating with organizations worldwide for over 25 years. 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.
As a Community Operations Analyst, you will be responsible for:
- Assisting clients' community and resolving inquiries empathetically, accurately, and on time
- Becoming 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 empathy
- Investigating and resolving issues reported on clients' platform, such as requests for account support and reports of potentially abusive content
- Responding to user inquiries with high quality, speed, empathy, and accuracy
- Using market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve support for the community of users
- Gathering, analyzing, and utilizing relevant data to develop ways to improve the overall user experience on the site
- Enforcing clients' Terms of Use by monitoring reports of abuse on the site
- Reviewing reported content within agreed turnaround times and standards of quality
- Identifying inefficiencies in workflows and suggesting solutions
- Recognizing trends and patterns and escalating issues outside company policy to the global team
Key responsibilities include:
- 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
Essential competencies include:
- Fluent in German 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
Candidates will enjoy:
- Free canteen onsite during shift hours
- Health care
- Extensive training and development
- Free access to Covalen's wellness program
- Covalen's tax saver scheme
- Covalen's bike to work scheme
Covalen is an equal opportunity employer, championing diversity and equality in the workplace. We recognize the collective strength found in diverse backgrounds, skills, and experiences of our team members.