Community Operations Analyst - Albanian
Location: Dublin (Onsite)
Duties and 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.
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.
Benefits:
* 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