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Community Operations Analyst

1 month ago

Dublin, Dublin City, Ireland Cpl Full time
Community Operations Analyst - Spanish

This role is a great opportunity to join Covalen, an industry pioneer in business process outsourcing (BPO) services. As a Community Operations Analyst, you will work with our client's community and help resolve inquiries empathetically, accurately, and on time.

Duties:
• Assist our client's community and help resolve inquiries empathetically, accurately, and on time
• Become 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

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

Candidate Experience:
• Proficient in market language and English
• Cultural understanding of the market
• 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 and Perks:
• Health Insurance
• 25 days Annual Leaves
• Extensive Training & Development
• Access to Covalen's Wellness Programs
• Tax Saver Travel Card
• 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.