Community Operations Analyst

4 weeks ago

Dublin, Dublin City, Ireland Cpl Healthcare Full time
Overview

Community Operations Analyst (Multilingual)

Role and Responsibilities
  • Assist our client's community and help resolve inquiries empathetically, accurately and on time
  • Become and remain 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, 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.
Candidate Experience
  • Proficient 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
  • Health Insurance
  • 25 days Annual Leaves
  • Extensive Training & Development
  • Access to Covalen's Wellness Programs.
  • Tax Saver Travel Card
  • Covalen's Bike to Work Scheme
Further Details
  • Salary: €31,063.50 per Annum
  • Location: Sandyford (Dublin 18)
  • Working hours: 37.5 hours / week Monday to Sunday (including Bank Holidays)
  • Shift: Day (9am to 5.30pm) / Evening (6pm to 2am)
  • Pay Schedule: Monthly
  • Contract Type: Permanent Full-Time Contract

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