Community Operations Analyst - Spanish (Mexico)
Location:
Dublin
Contract type:
Permanent
Work model:
Onsite (Sandyford)
Working hours:
Monday to Sunday (5x7) - (Day shift - 9am - 5.30pm or Evening shift - 6pm to 2am)
Language:
Spanish (Mexico)
At Covalen, we're not just a business process outsourcing (BPO) service provider – we're industry pioneers 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.
Community Operations Analyst 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.
Display strong interpersonal skills, verbal and written communication skills, and empathy.
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 community support.
Gather, analyze, and utilize relevant data 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.
Duties and Responsibilities:
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 and solve problems.
Effective time management and prioritization skills.
Ability to work as part of a team and consistently hit KPIs on time.
Essential Competencies:
Proficient in Spanish (Mexico) and English.
Cultural understanding of the market.
Experience in an office environment is preferable.
Extremely reliable, consistent, and hard-working.
Passion for ensuring a positive, safe user experience.
Flexible in working in a fast-paced environment with different projects.
Ability to learn new information quickly.
Eligible to work in Ireland full-time (Stamp 4, Irish citizenship, or European).
Benefits and Perks:
Health Insurance25 days Annual LeaveFree meals/snacks onsiteExtensive Training & DevelopmentAccess to Covalen's Wellness ProgramsTax Saver Travel CardBike to Work Scheme
Equal Opportunity Employers:
At Covalen, we champion diversity and equality, anchoring our workplace cultures and creative minds.
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.
For more information, reach out to
and start your journey to becoming a valued part of Covalen.
Apply Now or Reach Out for More Information.
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