Job Title: Community Operations Analyst
About Us:
We are Covalen, a pioneering business process outsourcing (BPO) service provider collaborating with organizations worldwide for over 25 years. We offer tailored BPO solutions to help clients achieve their unique goals.
Our Team:
We are seeking a highly skilled Community Operations Analyst to join our team in Dublin. As a key member of our community operations team, you will be responsible for assisting our client's community and resolving inquiries empathetically, accurately, and on time.
Your 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 personally driven to be an effective advocate for our community
* 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 that are 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 the 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:
* 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
Essential Competencies:
* Proficient in Indonesian and English
* Cultural understanding of the market
* Experience in working in an office environment is preferable
* Extremely reliable, consistent, and hard-working
* Possion 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 (Stamp 4 or Irish citizenship or European)
Benefits and Perks:
* Health Insurance
* 25 days Annual Leaves
* Free meals/snacks onsite
* Extensive Training & Development
* Access to Covalen's Wellness Programs
* Tax Saver Travel Card
* Bike to work scheme
Equal Opportunity Employers:
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.