Community Support Specialist

13 hours ago

Dublin, Dublin City, Ireland beBeeContentModerator Full time

As a Community Operations Analyst, you will play a key role in ensuring the success of our community by providing exceptional support and resolving inquiries efficiently.

Location - Dublin (Onsite)

Contract type - Permanent, Full-Time

Work model - Onsite (Sandyford. Dublin 18)

Language - English

At Covalen, we're pioneers in business process outsourcing (BPO) services, collaborating with organizations worldwide for over 25 years. From established sectors to cutting-edge industries, our tailored BPO solutions forge powerful partnerships, helping clients achieve their unique goals. We've built enduring relationships in Financial Services, Technology, and Utilities, working with some of the globe's largest and most forward-thinking companies.

Duties and Responsibilities:
  • Assist our clients' communities and help resolve inquiries empathetically, accurately and on time.
  • Become knowledgeable about clients' products and community standards.
  • Make well-balanced decisions and personally drive being an effective advocate for our community.
  • Display strong interpersonal skills, verbal and written communication skills, and empathy.
  • Investigate and resolve issues reported on clients' platforms 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, analyze 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 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 company policy to the global team.
About You:
  • Strong personal resilience with the ability to operate in pressured and fast-paced environments.
  • 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.
Essential Competencies:
  • Fluent in market language and English.
  • Cultural understanding of the market.
  • Experience in working in office environment is preferable.
  • Extremely reliable, consistent, and hard-working.
  • Passion for ensuring a positive, safe user experience.
  • Flexible in working in fast-paced environments with different projects to work on.
  • Ability to learn new information in short period of time.
  • Eligible to work in Ireland full-time (Stamp 4 or Irish citizenship or European).
Benefits:
  • Health Care
  • Extensive Training & Development
  • Free access to Group Scheme website
  • Free access to 24-hour Employee Assistance Programme (EAP)
  • Free access to Wellness Programme
  • Tax Saver Scheme
  • Bike to Work Scheme

Equal opportunity employers: 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. Our commitment to fostering an inclusive environment transcends gender, marital status, family status, age, disability, sexual orientation, race, religion, and membership in the Travelling community.

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