[1/25/2025 A] Community Operations Analyst

3 days ago

Dublin, Ireland Cpl Healthcare Full time

Community Operations Analyst - Ukrainian

Duties and 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 personally driven to be an effective advocate for our community.
4. Demonstrate strong interpersonal skills, verbal and written communication skills, and most importantly, empathy.
5. Display a strong bias towards doing what’s right.
6. Investigate and resolve issues that are reported on client’s platform such as requests for account support and reports of potentially abusive content.
7. Respond to user inquiries with high quality, speed, empathy, and accuracy.
8. Use market-specific knowledge, signals, and insights to spot and scope scalable solutions to improve the support of our community of users.
9. Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site.
10. Enforce clients' Terms of Use by carefully monitoring reports of abuse on the site.
11. Review the reported content within agreed turnaround times and standards of quality.
12. Identify inefficiencies in workflows and suggest solutions.
13. Recognize trends and patterns and escalate issues outside the company policy to the global team.

ESSENTIAL COMPETENCIES:

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

Further Details:

Salary: €29,718 p/y

Location: Sandyford (D18)

Working hours: Day - 9am to 5:30pm and Evening - 6pm to 2am

Shift: Day or Evening (Non-Rotational)

Pay Schedule: Monthly

Contract Type: Permanent.

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