Job Title: Community Operations Analyst - Multilingual
Location: Dublin
Contract Type: Permanent
Work Model: Onsite from the office (Sandyford)
Working Hours: Day shift (9am-5.30pm) or Evening shift (6pm-2am)
This is an entry-level role
We are seeking a multilingual Community Operations Analyst to assist our client's community and help resolve inquiries empathetically, accurately, and on time.
Responsibilities:
* Assist our client's community and help resolve inquiries empathetically, accurately, and on time.
* Become knowledgeable about client's products and community standards.
* Make well-balanced decisions and be 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 information.
* 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.
About You:
We are looking for someone who has:
* Strong personal resilience with the ability to operate in a pressured and fast-paced environment.
* High adaptability and positive approach to challenges.
* The ability to make decisions, solve problems, work as part of a team, and consistently hit KPIs on time.
* Effective Time management & Prioritization skills.
Essential Requirements:
* Fluent in market language and English.
* Cultural understanding of the market.
* Experience in working 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 faced-paced environment with different projects to work on.
* The ability to learn new information in a short period of time.
* Eligible to work in Ireland full-time with a valid working permission.
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
Salary:$50,000 per year