Community Operations Analyst - Italian
We are seeking a skilled Community Operations Analyst to assist our client's community and help resolve inquiries empathetically, accurately and on time.
Key Responsibilities:
* Assist the client's community and help resolve inquiries with empathy, accuracy and speed
* Become knowledgeable about the client's products and community standards
* Make well-balanced decisions and be an effective advocate for the community
* Develop 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 reported on the 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 the 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 the company policy to the global team
Duties and Responsibilities:
* Show strong personal resilience with the ability to operate in a pressured and fast-paced environment
* Exhibit high adaptability and positive approach to challenges
* Maintain the ability to make decisions
* Solve problems effectively
* Manage time and prioritize tasks efficiently
* Work collaboratively as part of a team
* Consistently hit KPIs on time
Essential Competencies:
* Proficient in Italian and English
* Cultural understanding of the market
* Experience working in an office environment (preferable)
* Reliable, consistent, hard-working and passionate about ensuring a positive, safe user experience
* Flexible in working in a fast-paced environment with different projects
* Able to learn new information quickly
* Eligible to work in Ireland full-time (Stamp 4 or Irish citizenship or European)
Benefits and Perks:
* Health Insurance
* 25 days Annual Leave
* Free meals/snacks onsite
* Extensive Training & Development
* Access to Covalen's Wellness Programs
* Tax Saver Travel Card
* Bike to Work Scheme
About Us:
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.