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Community Operations Analyst

1 month ago

Dublin, Dublin City, Ireland Cpl Healthcare Full time

We are currently hiring for the Danish speaking market for Community Operations Analyst

Main responsibilities:

  • Investigating and resolving reported issues (inquiries via ticketing system), such as requests for account support or potentially abusive content
  • Enforcing clients Terms of Use by carefully monitoring reports of abuse on the site
  • Becoming and remain knowledgeable about client's products and community standards
  • Using market specific knowledge and insights to find scalable solutions to improve the support of our community of users
  • Gathering, analysing, and utilising relevant data to develop ways to improve the overall user experience
  • Recognising trends and patterns and escalating issues outside the company policy to the global team
  • Identifying inefficiencies in workflows and suggest solutions

Skills & Competences:

  • Strong personal resilience with the ability to operate in a pressured and fast paced environment
  • Strong interpersonal skills, verbal, and written communication skills and most importantly – empathy
  • High adaptability and positive approach to challenges
  • Ability to make decisions, prioritise, solve problems and work as part of a team
  • Effective Time management & Prioritisation skills
  • Ability to consistently hit KPIs on time

Language Skills:

  • Fluent near-native level (C1-C2) of market language in oral and written communication, with in depth understanding of culture and social trends in the region
  • Advanced level of English (C1)

Contract: Full-time, permanent with Covalen

Compensation:

  • €29,700 per year as base salary
  • *For the Evening shift: 25% salary uplift for the late hours from 10pm to 2am (in total, up to €30,200 per year)
  • *For the Evening shift: €12 per day (before tax) as travel allowance
  • Free meal (lunch or dinner) on site
  • Private healthcare
  • Pension contribution
  • 25 days of annual leave
  • Extensive Training and access to CPL's Wellness Programme
  • Tax Saver and Bike-to-Work Scheme

Working hours: Candidates are choosing between Day shift (9am – 5:30pm) or Evening shift (6pm – 2am). There are no rotations. Monday to Friday, occasionally weekends and bank holidays.

Location: Dublin 18, Sandyford, Dublin South

*This is an office job. Work from home / remote work is not an option. Employees are classified as essential workers.

IMPORTANT:

· Due to nature of the role, candidates must be fully confident in dealing with sensitive content.

· Candidates must be eligible to work full-time in Ireland (EU passport / Stamp 4 / Stamp 1G for minimum 12 months or renewable).

Why to apply?

  • Chance to work within multicultural and diverse team
  • Great internal opportunities for career progression – employees with good performance can become Quality Auditors, Quality Analysts, Trainers & Team Leads
  • No shift rotations – fixed working schedule
  • Meals on-site, private healthcare and pension contribution
  • No previous experience required – full training is provided

For more information, please contact Torben Jensen at Torben.jensen@cpl.ie

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