Community Operations Analyst

4 weeks ago

Dublin, Ireland Cpl Healthcare Full time

Community Operations Analyst - Italian

Location - Dublin

Contract type - Permanent

Work model - Onsite (Sandyford)

Working hours - Day (9am -5.30pm) or Evening shift (6pm to 2am)

Language - Italian

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

Responsibilities:

  1. Assist our client’s community and help resolve inquiries empathetically, accurately and on time.
  2. Become and remain knowledgeable about client’s products and community standards.
  3. Make well balanced decisions and be an effective advocate for our community.
  4. Display strong interpersonal skills, verbal and written communication skills, and empathy.
  5. Investigate and resolve issues reported on client’s platform, including account support requests and reports of potentially abusive content.
  6. Respond to user inquiries with high quality, speed, empathy, and accuracy.
  7. Utilize market specific knowledge and insights to spot and scope scalable solutions for community support.
  8. Gather, analyze, and utilize relevant data to improve the overall user experience on the site.
  9. Enforce clients' Terms of Use by monitoring reports of abuse.
  10. Review reported content within agreed turnaround times and standards of quality.
  11. Identify inefficiencies in workflows and suggest solutions.
  12. Recognize trends and patterns, escalating issues outside company policy to the global team.

Duties and Responsibilities:

  1. Strong personal resilience to operate in a pressured and fast-paced environment.
  2. High adaptability and a positive approach to challenges.
  3. Ability to make decisions and solve problems.
  4. Effective time management and prioritization skills.
  5. Ability to work as part of a team.
  6. Ability to consistently hit KPIs on time.

Essential Competencies:

  1. Proficient in Italian and English.
  2. Cultural understanding of the market.
  3. Experience in an office environment is preferable.
  4. Extremely reliable, consistent, and hard-working.
  5. Passion for ensuring a positive, safe user experience.
  6. Flexible in working in a fast-paced environment with different projects.
  7. Ability to learn new information quickly.
  8. Eligible to work in Ireland full time (Stamp 4 or Irish citizenship or European).

Benefits and Perks:

  1. Health Insurance
  2. 25 days Annual Leave
  3. Free meals/snacks onsite.
  4. Extensive Training & Development
  5. Access to Covalen’s Wellness Programs.
  6. Tax Saver Travel Card
  7. Bike to Work Scheme

Equal Opportunity Employer:

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.

For more information, reach out to aline.telles@covalensolutions.com. Your journey to becoming a valued part of Covalen starts here.

Apply Now or Reach Out for More Information.

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