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Community Operations Analyst

2 months ago

Dublin, Ireland Cpl Full time

Role - Community Operations Analyst - Danish, Norwegian, Swedish 

Location - Dublin

Contract type - Permanent

Work model - Onsite (Sandyford)

Working hours - Monday to Sunday - 37.5h per week (Day shift - 9am to 5.30pm OR Evening - 6pm to 2am)

Language - Danish, Norwegian, Swedish 

 

At Covalen, we're not just a business process outsourcing (BPO) service provider â 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.


Duties and Responsibilities

  • Assist our clientâs community and help resolve inquiries empathetically, accurately and on time
  • Become and remain knowledgeable about clientâs 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 whatâs right 
  • Investigate and resolve issues that are reported on clientâs 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, analyse 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.

Essential Competencies:

  • 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.
  • Ability to solve problems.
  • Effective Time management & Prioritization skills. 
  • Ability to work as part of a team. 
  • Ability to consistently hit KPIs on time. 
  • 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 faced 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

  • Free canteen onsite in client site during shift hours
  • Health Care
  • Extensive Training & Development
  • Free access to Covalen Group Scheme website
  • Free access to Covalen 24-hour Employee Assistance Programme (EAP)
  • Free access to Covalenâs Wellness Programme
  • Covalenâs Tax Saver Scheme
  • Covalenâs Bike to Work Scheme


Equal opportunity employers:


At Covalen, 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.


For more information, don't hesitate to reach out to this mail ID : aline.telles@covalensolutions.com and your journey to becoming a valued part of Covalen starts here.


Apply Now or Reach Out for More Information.


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