About Us
At Covalen, we are industry pioneers collaborating with organizations worldwide for over 25 years. We're not just a business process outsourcing (BPO) service provider – we forge powerful partnerships with clients across established sectors and cutting-edge industries.
Job Description:
We are seeking a Community Operations Analyst to join our team. As a Community Operations Analyst, you will assist our client's community and help resolve inquiries empathetically, accurately, and on time. You will become and remain knowledgeable about client's products and community standards, making well-balanced decisions and being an effective advocate for our community.
Key Responsibilities:
• Assist our client's community and help resolve inquiries empathetically, accurately, and on time
• Become and remain knowledgeable about client's products and community standards
• Make well-balanced decisions and be an effective advocate for our community
• Strong interpersonal skills, verbal and written communication skills, and empathy
• Display a strong bias to doing what's right
• Investigate and resolve issues reported on 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 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
Essential Competencies:
• Strong personal resilience with the ability to operate in a pressured and fast-paced environment
• 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
Candidate Experience:
• Proficient in market language and English
• Cultural understanding of the market
• Extremely reliable, consistent, and hard-working
• Passion for ensuring a positive, safe user experience
• Flexible in working in a faced-paced environment with different projects to work on
• Ability to learn new information in a short period of time
• Eligible to work in Ireland full-time
Benefits and Perks:
• Health Insurance
• 25 days Annual Leaves
• Free meals onsite
• Extensive Training & Development
• Access to Covalen's Wellness Programs.
• Tax Saver Travel Card
• 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.