Job Description
Community Operations Analyst role requires a multilingual professional to assist clients' communities, resolve inquiries, and enforce terms of use.
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.
As a Community Operations Analyst, you will:
- Assist clients' communities and help resolve inquiries empathetically, accurately, and on time.
- Become knowledgeable about clients' products and community standards.
- Make well-balanced decisions and be an effective advocate for the community.
- Display a strong bias to doing what's right.
- Investigate and resolve issues reported on clients' platforms.
- Support and report potentially abusive content.
- Respond to user inquiries with high quality, speed, empathy, and accuracy.
- Use market-specific knowledge to spot and scope scalable solutions to improve community support.
- Gather, analyze, and utilize relevant data to develop ways to improve the user experience.
- Enforce clients' Terms of Use by monitoring reports of abuse.
- Review 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 company policy.
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, solve problems, work as part of a team, and consistently hit KPIs on time.
- Effective time management and prioritization skills.
Essential Requirements:
- 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 with a valid working permission.
Benefits and perks:
- Health Insurance.
- 25 days Annual Leave.
- Free meals/snacks onsite.
- Extensive Training & Development.
- Access to Covalen's Wellness Programs.
- Tax Saver Travel Card.
- Bike to work scheme.
As a valued team member, you'll play a crucial role in delivering customized BPO solutions, ensuring clients achieve consistent high performance and meet their strategic objectives.
Covalen champions 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.