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Job Description
Community Operations Analyst role requires resolving user inquiries, enforcing community standards, and improving user experience in a fast-paced environment.
Covalen is a pioneering BPO service provider collaborating with organizations worldwide for over 25 years. Our tailored solutions forge powerful partnerships, helping clients achieve their unique goals.
Key responsibilities include:
- Assisting clients' communities 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.
- Investigating and resolving issues reported on clients' platforms.
- Responding to user inquiries with high quality, speed, empathy, and accuracy.
- Using market-specific knowledge to spot and scope scalable solutions to improve support for the community.
- Gathering, analyzing, and utilizing data to develop ways to improve the user experience.
- 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.
About the role:
- Strong personal resilience and 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:
- Fluent 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 fast-paced environment with different projects.
- Ability to learn new information in a short period of time.
- Eligible to work in Ireland full time.
Benefits:
- Meals provided onsite during shift hours.
- Health Care.
- Extensive Training & Development.
- Free access to Group Scheme website.
- Free access to 24-hour Employee Assistance Programme (EAP).
- Free access to Wellness Programme.
- Tax Saver Scheme.
- Bike to Work Scheme.
Covalen is an equal opportunity employer, championing diversity and equality in the workplace.