Customer Experience Champion

5 days ago

Dublin, Dublin City, Ireland Cpl Healthcare Full time

Cpl Healthcare: A Leader in BPO Solutions

We are a pioneering organization in delivering innovative business process outsourcing (BPO) solutions, helping organizations worldwide achieve their unique goals for over 25 years.

We are currently hiring a skilled Community Operations Analyst to join our team. In this role, you will play a vital part in assisting our clients' community and resolving inquiries efficiently.

Key Responsibilities:

  • Provide timely and effective support to our clients' community.
  • Becoming knowledgeable about our clients' products and community standards.
  • Making informed decisions and advocating for the community.
  • Demonstrating exceptional interpersonal skills, verbal and written communication skills, and empathy.
  • Investigating and resolving issues reported on our clients' platform.
  • Responding to user inquiries with high quality, speed, and accuracy.
  • Utilizing market-specific knowledge to identify scalable solutions to improve support.
  • Analyzing data to develop ways to enhance the overall user experience.
  • Ensuring compliance with clients' Terms of Use by monitoring reports of abuse.
  • Reviewing reported content within agreed turnaround times and standards of quality.
  • Identifying inefficiencies in workflows and proposing solutions.
  • Recognizing trends and patterns and escalating issues outside company policy.

Requirements:

  • Strong personal resilience with the ability to operate in a pressured environment.
  • High adaptability and positive approach to challenges.
  • Ability to make decisions and solve problems.
  • Effective time management and prioritization skills.
  • Ability to work as part of a team.
  • Consistency in hitting KPIs on time.

Competencies:

  • Proficient in Danish and English.
  • Cultural understanding of the market.
  • Experience in working in an office environment is preferable.
  • Reliability, consistency, and hard work.
  • Passion for ensuring a positive, safe user experience.
  • Flexibility in working in a fast-paced environment with different projects.
  • Ability to learn new information in a short period of time.
  • Eligibility to work in Ireland full time.

Perks and Benefits:

  • Health Insurance
  • 25 days Annual Leave
  • Free meals/snacks onsite
  • Extensive Training & Development
  • Access to Covalen's Wellness Programs
  • Tax Saver Travel Card
  • Covalen's Bike to Work Scheme

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